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-4696791
4 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4696791 The complaint Miss W complains Monzo Bank Ltd have refused to refund over 50 payments made via her Monzo Flex account. She also complains having cancelled her metal Monzo Premium payment card because of these transactions, Monzo charged her £50 for a replacement card. What ... (3 pages)View decision -
Decision Reference DRN-5003347
4 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5003347 The complaint Mr H complains that Monzo Bank Ltd (“Monzo”) acted irresponsibly by providing him with an overdraft facility he says he couldn’t afford. What happened Mr H was given an overdraft with his Monzo account in April 2022. The overdraft limit was £150. Mr H complai... (3 pages)View decision -
Decision Reference DRN-4894073
4 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4894073 The complaint Miss E has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened In autumn 2023, Miss E was cold-contacted by scammers offering her an online job. The job was entirely remote, with flexible hours, performin... (4 pages)View decision -
Decision Reference DRN-4700410
3 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4700410 The complaint Mr G complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by two investment scams, or to help him recover the money once he’d reported the scams to it. What happened The detailed background to this complaint is well know... (5 pages)View decision -
Decision Reference DRN-4977595
3 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4977595 The complaint Mr B complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he became the victim of a scam and would like Monzo to refund him the money he has lost. What happened Mr B was introduced by a friend to an investment opportunity in... (5 pages)View decision -
Decision Reference DRN-4933382
2 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4933382 The complaint Mr B complains that Monzo Bank Ltd (‘Monzo’) froze and then closed his current account. What happened Mr B had a current account provided by Monzo. In January 2023 Mr B reported to Monzo that he’d been scammed by a person offering to build him a discounted PC. ... (5 pages)View decision -
Decision Reference DRN-4616940
2 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4616940 The complaint Ms P complains that Monzo Bank Ltd hasn’t done enough to assist her in recovering money she paid with her debit card for goods she bought from an online retailer. What happened While online, Ms P bought some clothing from a retailer “R”. She used a Monzo debit... (2 pages)View decision -
Decision Reference DRN-4862488
2 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4862488 The complaint Mr M has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr M was told by Monzo that they were closing his account. They also lodged a fraud-related marker on his record with CIFA... (2 pages)View decision -
Decision Reference DRN-4713976
30 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4713976 The complaint Mr W complains that Monzo Bank Ltd did not refund the money he says he lost to a scam. What happened I won’t repeat what happened in detail as both parties are aware of the circumstances of the complaint. In summary, Mr W says he was contacted on a messaging se... (4 pages)View decision -
Decision Reference DRN-4676671
30 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4676671 The complaint Mrs A has complained about the actions of Monzo Bank Ltd (Monzo) after she was the victim of an authorised push payment (APP) job scam. What happened In October 2023, Mrs A signed up to an online job opportunity which involved submitting reviews for hotels. Mr... (4 pages)View decision
