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
-
Decision Reference DRN-4876437
19 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4876437 The complaint Miss R complains that Monzo Bank Ltd called the emergency services to ask them to do a welfare check on her at night which has caused her more distress and inconvenience. What happened The detailed background to this complaint is well known to both parties. So... (3 pages)View decision -
Decision Reference DRN-4797138
19 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4797138 The complaint Miss B complains about how Monzo Bank Ltd (Monzo) treated her when she asked for statements from a closed account. What happened In March 2023, Miss B requested bank statements from an account she had with Monzo that they closed. Monzo responded offering the st... (3 pages)View decision -
Decision Reference DRN-4817516
19 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4817516 The complaint Mr S complains that Monzo Bank Ltd closed his account without notice and without giving him a reason. He would like his account reopened. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overvi... (2 pages)View decision -
Decision Reference DRN-4803326
19 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsThe complaint Mrs S is unhappy that Monzo Bank Ltd didn’t reimburse her after she fell victim to a scam. Background In May 2023, Mrs S received a message from someone who claimed to work for a recruitment agency. She’d been looking for work and had left her contact details with several pot... (4 pages)View decision -
Decision Reference DRN-4640482
19 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4640482 The complaint Mr R complains that Monzo Bank Ltd did not refund a series of payments he lost to a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Mr R was the victim of an investment s... (3 pages)View decision -
Decision Reference DRN-4905539
19 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4905539 Complaint Mr S is unhappy with what Monzo Bank Ltd (“Monzo”) has agreed to do to put things right after he complained about the charges on his overdraft. Background Mr S has also complained about a Flex Credit Card and a loan that Monzo also provided to him. But we’ve expla... (3 pages)View decision -
Decision Reference DRN-4783421
18 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4783421 The complaint Mr S complains that Monzo Bank Ltd won’t refund the money he lost when he fell victim to a scam. What happened Mr S says that in September 2022 he looked online for a car and found an advert by a company I’ll refer to in this decision as O. O was advertising a ... (3 pages)View decision -
Decision Reference DRN-4832635
18 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4832635 The complaint Mr M is unhappy that Monzo Bank Ltd hasn’t refunded him after he fell victim to an investment scam. What happened The background to this complaint is well-known to both parties and so I won’t go into great detail about what happened here. Mr M found an investme... (5 pages)View decision -
Decision Reference DRN-4915596
18 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4915596 The complaint Mrs J complains that Monzo Bank Ltd has failed to refund money she lost to a scam. What happened In August 2023, Mrs J was contacted by someone via a messaging app who said they worked for a recruitment firm, advising her of a job opportunity. Mrs J was put in... (3 pages)View decision -
Decision Reference DRN-4731604
18 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4731604 Complaint D, a limited company, complains that Monzo Bank Ltd didn’t refund it after it fell victim to a scam. D is represented by its only director, Mr K. For simplicity’s sake, I’ve generally referred to Mr K in the text of this decision. Background The background to this ... (2 pages)View decision
