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-4887354
1 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4887354 The complaint Mr L complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In February 2023, Mr L was contacted by someone on a social media platform who said they worked for an investment company. He was told the company... (6 pages)View decision -
Decision Reference DRN-4721433
31 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4721433 The complaint Mr B complains Monzo Bank Ltd (“Monzo”) wont refund payments he’d authorised but later disputed due to issues with the merchants, closed his account, and registered a default against him. Mr B is also unhappy Monzo didn’t send him bank statements as he’d reques... (3 pages)View decision -
Decision Reference DRN-4676397
31 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4676397 The complaint Mr H is unhappy that Monzo Bank Ltd decided not to refund him, after he was the victim of an investment scam. Mr H is being professionally presented in the complaint he has brought to our service. I’ll refer to his representatives as J. What happened In summa... (6 pages)View decision -
Decision Reference DRN-4936783
30 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4936783 The complaint Mr R complains that Monzo Bank Ltd have unreasonably recorded a marker against him with the fraud prevention agency CIFAS. He’d like the marker removed and compensation. What happened Mr R had an account with Monzo. But in June 2023 his account received some f... (3 pages)View decision -
Decision Reference DRN-4485735
29 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4485735 The complaint Mr M complains that Monzo Bank Ltd closed his account. Mr M is also unhappy about the how long it took Monzo to deal with his complaint. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overvi... (3 pages)View decision -
Decision Reference DRN-4800488
26 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4800488 Complaint Mr and Mrs T complain that Monzo Bank Ltd allowed one of its customers to receive fraudulent funds. Although this is a joint complaint, it was Mrs T who interacted with the scammer and so I’ve generally referred to her in the text of the decision. Background Mrs T ... (2 pages)View decision -
Decision Reference DRN-4786612
26 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4786612 The complaint Mr U complains that Monzo Bank Ltd unfairly registered a marker about him at Cifas, the national fraud database. What happened Mr U had an account with Monzo, which he opened in May 2023. In late May 2023, a payment of just over £100 was made into Mr U’s acco... (3 pages)View decision -
Decision Reference DRN-4543655
26 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4543655 The complaint Mrs S complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. Mrs S is being represented by a third party. To keep things simple, I will refer to Mrs S throughout my decision. What happened The background of ... (5 pages)View decision -
Decision Reference DRN-4901605
26 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4901605 The complaint Mr S complains that Monzo Bank Ltd hasn’t refunded him after he fell victim to a scam. What happened The background to this complaint is well known to all parties and so I’ll only summarise the key events here. Mr S found what he believed to be a legitimate job... (2 pages)View decision -
Decision Reference DRN-4754908
26 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4754908 Complaint Mr C is unhappy that Monzo Bank Ltd didn’t reimburse him after he told it he’d fallen victim to a scam. Background In mid-2023, Mr C received a message from someone who claimed to work for a well-known recruitment agency. This person wanted to know if he was intere... (4 pages)View decision
