We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 2101 results
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Decision Reference DRN-4897977
24 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4897977 The complaint Mr O complains that Monzo Bank Ltd won’t reimburse him after he fell victim to a scam. Mr O is professionally represented in bringing his complaint to our service, but for ease of reference I’ll refer to all submissions as being made by Mr O directly. What happ... (4 pages)View decision -
Decision Reference DRN-4997111
24 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4997111 The complaint Mr A has complained that Monzo Bank Ltd registered a fraud marker against him. What happened One day in summer 2023, Mr A received several thousand pounds into his Monzo account. He quickly withdrew some of it in cash, transferred some to his other account at a... (3 pages)View decision -
Decision Reference DRN-4945982
24 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4945982 The complaint Mr G complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost when he fell victim to a scam. What happened What Mr G says Mr G says that he received a request to approve a card payment from his account with another bank. I’ll refer to this bank a... (4 pages)View decision -
Decision Reference DRN-4987360
24 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4987360 The complaint Mr S has complained that Monzo Bank Limited (“Monzo”) showed a lack of care by allowing multiple payments to be sent to a cryptocurrency exchange without giving him an appropriate warning. What happened The background of this complaint is already known to both... (5 pages)View decision -
Decision Reference DRN-4915564
24 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4915564 Complaint Mr S is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background Mr S had been looking for work and had applied for various roles online. He was contacted by someone who claimed to be recruiting for a role. The role was apparently... (5 pages)View decision -
Decision Reference DRN-5038873
24 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5038873 The complaint Miss L complains Monzo Bank Ltd hasn’t treated her fairly in relation to a loan she was tricked into taking out during a scam. What happened Miss L has accounts with a number of businesses, including an account with a business who I’ll refer to as “R” throughou... (3 pages)View decision -
Decision Reference DRN-5033050
23 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5033050 The complaint Mrs M has complained that Monzo Bank Ltd (“Monzo”) failed to prevent her from an investment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise the key points and t... (3 pages)View decision -
Decision Reference DRN-4851250
23 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4851250 The complaint Mr B has complained that Monzo Bank Ltd did not do enough to support him with his gambling addiction. What happened Mr B has a long standing gambling addiction. He thought that the pattern of transactions on his bank account should have prompted Monzo to step i... (4 pages)View decision -
Decision Reference DRN-4982704
20 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4982704 The complaint Mr N complains that Monzo Bank Ltd (Monzo) won’t refund money he lost in an investment scam. What happened What Mr N says: Mr N says he saw a video on YouTube about an investment opportunity involving crypto currency. He filled out a contact form and was contac... (5 pages)View decision -
Decision Reference DRN-4967663
20 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4967663 The complaint Ms A complains about the way in which Monzo Bank Ltd handled her concerns about a transaction she didn’t recognise. Ultimately this led to the bank closing her account with it. What happened Ms A had an account with Monzo. The account included a “Flex” option, ... (2 pages)View decision
