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 1885 results
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Decision Reference DRN-4722223
30 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4722223 The complaint Ms A complains that Monzo Bank Ltd hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well known to all parties and so I’ll not go into extensive detail here. Ms A was looking for employment opportunities. She wa... (6 pages)View decision -
Decision Reference DRN-4824893
30 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4824893 The complaint Mr K complains that Monzo Bank Ltd (Monzo) won’t refund money he lost in an investment scam What happened What Mr K says: Mr K was contacted by someone via a business social media website – on 8 July 2023. The person said she was in the jewellery business and bega... (6 pages)View decision -
Decision Reference DRN-4821449
30 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4821449 The complaint Mr F complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost after falling victim to a scam. What happened Mr F’s complaint has been brought by a professional representative. As the account is in Mr F’s name, I’ll refer to him throughout the decisio... (5 pages)View decision -
Decision Reference DRN-4823427
29 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4823427 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost when his wife, Mrs S, fell victim to an employment scam. Mr S is being represented by a claims management company in this complaint. What happened In March 2023, Mrs S fell victim to an employ... (4 pages)View decision -
Decision Reference DRN-4820297
28 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4820297 The complaint Mr C complains that Monzo Bank Ltd unfairly blocked and closed his account. Mr C is also unhappy that Monzo took too long to release funds held in his account back to him, which caused him trouble and upset. What happened Mr C had a current account with Monzo, whi... (4 pages)View decision -
Decision Reference DRN-4819867
28 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4819867 The complaint Mr M complains that Monzo Bank Ltd hasn’t refunded him after he fell victim to a scam. What happened I issued a provisional decision for this complaint on 9 May 2024, the content of which has been added to the end of this final decision in italics. The background ... (4 pages)View decision -
Decision Reference DRN-4771697
28 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4771697 The complaint Mr V has complained Monzo Bank Ltd did nothing to intervene and stop a payment he was making as the result of an employment scam. What happened Mr V opened a bank account with Monzo on 29 September 2023. The same day he made a payment of £3,300 to his cryptocurren... (3 pages)View decision -
Decision Reference DRN-4769499
28 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4769499 The complaint Mr C has complained Monzo Bank Ltd did nothing to help when he ended up paying a fraudster for a foreign villa booking. What happened In June 2023, Mr C was the victim of a scam. He was looking to book a villa holiday and used a renowned holiday booking site. He f... (3 pages)View decision -
Decision Reference DRN-4702952
28 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4702952 The complaint Mr C has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr C was told by Monzo that they were closing his account. They also lodged a fraud-related marker on his record with CIFAS. ... (2 pages)View decision -
Decision Reference DRN-4692860
28 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4692860 The complaint Miss M complains that Monzo Bank Ltd (“Monzo”) unfairly lodged a marker against her and delayed the removal of it. What happened Miss M opened an account with Monzo in 2021 to assist her with future travel and educational plans. She said that at some point after o... (2 pages)View decision
