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-4699692
25 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4699692 The complaint Miss S complains that Monzo Bank Ltd unfairly closed her account and registered a CIFAS marker against her. CIFAS is the UK’s fraud alert service. What happened Miss S held an account with Monzo. In September 2023, a payment of £750 entered Miss S’s account. Miss ... (3 pages)View decision -
Decision Reference DRN-4713731
25 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4713731 The complaint Mr A complains that Monzo Bank Ltd did not refund two payments of £4,600 that he lost to a scam. What happened Mr A was looking to purchase a new vehicle and found a company I’ll call ‘X’ on a social media website. He looked up the company and they were registered... (3 pages)View decision -
Decision Reference DRN-4871020
25 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4871020 The complaint Mrs M complains that Monzo Bank Ltd won’t refund her the money she lost to a scam. Mrs M is professionally represented in bringing her complaint to our service, but for ease of reading I’ll refer to all submissions as made by Mrs M directly. What happened I issued... (4 pages)View decision -
Decision Reference DRN-4629773
21 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4629773 Complaint Mr O is unhappy that Monzo Bank Ltd didn’t reimburse him after he told it he’d fallen victim to a scam. Background In May 2023, Mr O received a text message from an unknown number. The sender purported to be working for a well-known and reputable recruitment agency. U... (3 pages)View decision -
Decision Reference DRN-4821256
21 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4821256 The complaint Mr A and Ms M are unhappy that Monzo Bank Ltd won’t reimburse them money they lost from what they believe to be fraud. As Mr A is the principal complainant here, for ease I’ll refer to them throughout the decision. What happened As both parties are familiar with t... (4 pages)View decision -
Decision Reference DRN-4712361
21 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4712361 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 October 2022, Mr M received a text message which said it was from a data company offering a part-time job. Mr M was interested, so replied and was ... (6 pages)View decision -
Decision Reference DRN-4826389
21 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4826389 Complaint Mr K is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background Mr K was looking to rent a flat. He found one on an online platform that met his requirements and budget and so he messaged the landlord. Unfortunately, the person who ... (3 pages)View decision -
Decision Reference DRN-4805214
21 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4805214 The complaint Ms A complains that Monzo Bank Ltd closed her account soon after opening. She’d like compensation and for Monzo to rectify her credit file. What happened On 8 November 2022 Ms A applied for a current account with Monzo. However, soon after opening, on 12 November ... (2 pages)View decision -
Decision Reference DRN-4837137
21 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4837137 The complaint Mr A complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost. What happened Mr A unfortunately fell victim to a task-based job scam where he was to... (3 pages)View decision -
Decision Reference DRN-4865551
21 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4865551 The complaint Miss K complains that Monzo Bank Ltd (“Monzo”) hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Miss K has explained that in June 20... (3 pages)View decision
