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 1910 results
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Decision Reference DRN-4664214
9 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4664214 The complaint Mrs K complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened Mrs K was the victim of a visa application scam. She was looking to apply to convert her brother’s student visa to a skilled worker visa, and a fri... (3 pages)View decision -
Decision Reference DRN-4784480
7 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4784480 The complaint Miss Y has complained that Monzo Bank Ltd registered a marker against her at CIFAS, the national fraud database. What happened In 2023, Monzo received a report that Miss Y had received money for goods, but then not provided them and blocked the buyer. Miss Y expla... (3 pages)View decision -
Decision Reference DRN-4716285
7 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4716285 The complaint Mr K has complained that Monzo Bank Ltd won’t refund a transaction he says he didn’t make or otherwise authorise. What happened In late 2023, Mr K’s phone and Monzo app were used to make a £6,000 bank transfer to another individual. He reported this as unauthorise... (3 pages)View decision -
Decision Reference DRN-4554355
3 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4554355 The complaint Mr L complains that Monzo Bank Ltd did not refund a series of payment he lost to a scam. What happened Mr L met an individual I’ll call ‘X’ through an online dating site. After some time, X introduced Mr L to investing in cryptocurrency and encouraged him to inves... (3 pages)View decision -
Decision Reference DRN-4748081
2 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4748081 The complaint Mr R complains that Monzo Bank Ltd won’t reimburse him the money he transferred to a fraudster. What happened Mr R has explained that in August 2023, he was an international student and actively looking for work. Mr R received contact via an instant messaging app ... (5 pages)View decision -
Decision Reference DRN-4741093
2 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4741093 The complaint Miss E complains that Monzo Bank Ltd won’t reimburse her the money she transferred to a fraudster. Miss E is professionally represented in bringing her complaint to our service, but for ease of reading I’ll refer to all submissions as made by Miss E directly. What... (4 pages)View decision -
Decision Reference DRN-4735933
1 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4735933 The complaint Miss N complains that Monzo Bank Ltd (“Monzo”) set up a repayment plan on her account without her agreement, which has adversely impacted her credit file. What happened Miss N opened an account with Monzo on 12 June 2020. On 5 September 2023 Miss N contacted Monzo... (3 pages)View decision -
Decision Reference DRN-4774428
1 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4774428 The complaint Mrs M complains that Monzo Bank Ltd (“Monzo”) were slow to explain why her credit card payments didn’t reduce despite her making payments to the account. She’s also unhappy that they didn’t help when she was experiencing financial difficulty. What happened In Augu... (2 pages)View decision -
Decision Reference DRN-4742046
30 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4742046 The complaint Mr P complains that Monzo Bank Ltd irresponsibly gave him a credit card account that he couldn’t afford to repay What happened Mr P held a current account with Monzo. In February 2022, he applied for a credit card that would be linked to his current account. Monzo... (6 pages)View decision -
Decision Reference DRN-4742032
30 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4742032 The complaint Mr P complains that Monzo Bank Ltd irresponsibly gave him an overdraft he couldn’t afford to repay. What happened Mr P held a current account with Monzo and in February 2022 he applied to have an overdraft facility on the account. Monzo approved an overdraft of £1... (4 pages)View decision
