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-4747184
5 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4747184 The complaint Mr D complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to a scam. What happened Mr D opened an account with Monzo on 1 April 2022. Monzo became concerned about the activity on the account shortly after it was opened and ultimately closed... (2 pages)View decision -
Decision Reference DRN-4803970
4 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4803970 The complaint Mr D complains that Monzo Bank Ltd blocked and then closed his account. It then did not return to him all the funds which had been in the account. What happened Mr D held an account with Monzo. Amongst other things, he used it to trade crypto-currency. On 25 Novem... (2 pages)View decision -
Decision Reference DRN-4890040
4 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4890040 The complaint Mr B complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to bo... (6 pages)View decision -
Decision Reference DRN-4863284
3 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4863284 The complaint Mr V complains Monzo Bank Ltd won’t refund the money he lost to a scam. What happened In late 2023, Mr V was looking for work to boost his income. He was contacted on an instant messaging service about a remote job opportunity. He was told he would be reviewing ap... (3 pages)View decision -
Decision Reference DRN-4745523
2 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4745523 The complaint Mrs C complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of a scam. Mrs C is being supported by a representative, but for ease, I’ll refer to Mrs C throughout this decision. What happened The background to this complaint is well known ... (4 pages)View decision -
Decision Reference DRN-4805251
2 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4805251 The complaint Mr W complains that Monzo Bank Ltd closed his account. Mr W is also unhappy that Monzo asked him to provide identification so that it could process a data subject access request. Mr W wants his account reopened and compensation. What happened The detailed backgrou... (3 pages)View decision -
Decision Reference DRN-4877645
28 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4877645 The complaint Mr C is unhappy that Monzo Bank Ltd won’t refund the money he lost after he fell victim to a vehicle purchase scam. What happened Mr C saw a car advertised online. He contacted the seller, who he believed to be a car dealership, and was sent further details about ... (5 pages)View decision -
Decision Reference DRN-4880688
28 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4880688 The complaint Mr H complains that Monzo Bank Ltd (‘Monzo) closed his account and didn’t give him a reason why. He wants his account to be reopened. What happened Mr H opened a personal and a business account with Monzo in November 2022. In June 2023 Mr H decided to close his bu... (3 pages)View decision -
Decision Reference DRN-4698160
28 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4698160 The complaint Mr D complains Monzo Bank Ltd (“Monzo”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr D says he is unhappy Monzo have not refunded him for several transfers made from his account to a beneficiary he says he doe... (2 pages)View decision -
Decision Reference DRN-4566335
28 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4566335 The complaint Mr M says Monzo Bank Ltd (“Monzo”) refuses to refund him for transactions on his account he says he didn’t make. What happened Mr M says on the morning of 5 August 2023 he woke up to see unauthorised transactions on his account, so he contacted Monzo to block his ... (2 pages)View decision
