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-4879744
28 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4879744 The complaint Miss G complains that Monzo Bank Ltd (Monzo) won’t refund money she lost in a jobs scam. What happened What Miss G says: Miss G was looking to earn some extra money to add to her regular employment. She searched the internet and applied for a job with a company wh... (5 pages)View decision -
Decision Reference DRN-4314015
28 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4314015 The complaint Mr S complains that Monzo Bank Ltd closed his account. What happened Mr S had an account with Monzo. In December 2022 Mr S wanted to upgrade his account. The upgrade came with a new metal card, and offered discounted access to airport lounges. But Mr S discovered... (5 pages)View decision -
Decision Reference DRN-4873435
28 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4873435 The complaint Mr L complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. Mr L is being represented by a third party. To keep things simple, I will refer to Mr L throughout my decision. What happened Mr L came across an adver... (3 pages)View decision -
Decision Reference DRN-4788949
28 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4788949 The complaint Mr M complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In May 2023, Mr M received a series of text messages from someone who said they worked for a recruitment company and had a number of roles available. ... (7 pages)View decision -
Decision Reference DRN-4823837
28 Jun 2024 Monzo Bank Ltd Not upheldConsumer CreditDRN-4823837 The complaint Mr C complained that Monzo Bank Ltd (“Monzo”) irresponsibly granted \<br />View decision
him a personal loan in July 2023 that he couldn’t afford to repay. What happened On 13 July 2023, Mr C took out a loan of £25,000 over a term of 40 months, with a monthly repayment of £800... (4 pages) -
Decision Reference DRN-4762077
27 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4762077 The complaint Miss G complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded her the money she lost in a scam. What happened I’m not going to cover all the points raised in detail. But briefly Miss G fell victim to a task- based job scam in which she was required to rate produc... (6 pages)View decision -
Decision Reference DRN-4467897
27 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4467897 The complaint Mr M and Ms W complain that Monzo Bank Ltd wouldn’t let them open a joint account. They’d like Monzo Bank Ltd to explain why and open a joint account for them. What happened Mr M and Ms W both have sole accounts with Monzo. In May 2023, after being encouraged via ... (2 pages)View decision -
Decision Reference DRN-4868875
27 Jun 2024 Monzo Bank Ltd Not upheldConsumer CreditDRN-4868875 The complaint Mr S complains that Monzo Bank Ltd has lent to him irresponsibly. He says proper checks would have shown Monzo shouldn’t have lent to him and he’s seeking to have the loan written off without detriment to his credit file. What happened I set out a detailed backgro... (5 pages)View decision -
Decision Reference DRN-4715132
27 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4715132 Complaint Miss T is unhappy that Monzo Bank Ltd didn’t reimburse her after she told it she’d fallen victim to a scam. Background The background to this case is well known to the parties so I don’t intend to set it out in full here. What follows is a brief summary of the key fac... (4 pages)View decision -
Decision Reference DRN-4769441
27 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4769441 The complaint Mr S complains that Monzo Bank Ltd did not refund a series of payments he lost to a scam. What happened Mr S was looking for an investment opportunity and found a company online I’ll call ‘X’. He was assigned a personal account manager who helped him make trades. ... (3 pages)View decision
