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-4859294
19 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4859294 The complaint Miss O complains that Monzo Bank Ltd blocked her account and failed to respond to her request to increase her daily withdrawal limit. What happened In November 2023, prior to going on holiday, Miss O says that she advised Monzo she would be going on holiday and as... (3 pages)View decision -
Decision Reference DRN-4855916
19 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4855916 The complaint Mr P, Mrs B and Mr K complain that Monzo Bank Ltd (‘Monzo’) won’t refund the money that was lost as the result of a scam. What happened The account is in Mr P’s name and he made all of the payments to the scam. However, payment six was funded by Mrs B and payments... (6 pages)View decision -
Decision Reference DRN-4657733
18 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4657733 The complaint Ms M complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (6 pages)View decision -
Decision Reference DRN-4859744
18 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4859744 The complaint Mr T has complained that Monzo Bank Ltd (‘Monzo’) closed his account without notice and placed a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. He says this is preventing him from opening another bank accoun... (5 pages)View decision -
Decision Reference DRN-4814832
18 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4814832 The complaint Mr B 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 B found an investment opportunity onli... (4 pages)View decision -
Decision Reference DRN-4716768
18 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4716768 The complaint Mrs P complains that Monzo Bank Ltd hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well-known to all parties, and so I’ll only summarise the key events here. Mrs P was looking for job opportunities and, at th... (6 pages)View decision -
Decision Reference DRN-4858868
18 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4858868 The complaint Mrs K complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost when she fell victim to a scam. What happened Mrs K is represented in this case but for ease I’ll refer to Mrs K throughout my decision. Mrs K says that she was contacted out of the blue... (3 pages)View decision -
Decision Reference DRN-4832609
18 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4832609 The complaint Mr I complains that Monzo Bank Ltd didn’t refund him after he reported falling victim to a scam. What happened The background to this complaint is well-known to all parties, and so I’ll only provide a summary of events here. Mr I says he was asked by a friend to h... (3 pages)View decision -
Decision Reference DRN-4856949
17 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4856949 The complaint Mr D complains that Monzo Bank Ltd (Monzo) won’t refund money he lost in a romance scam. What happened What Mr D says: Mr D met someone online via a dating website in December 2022. He found her to be attractive and was flattered she appeared to be interested in h... (8 pages)View decision -
Decision Reference DRN-4666842
14 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4666842 The complaint Miss F complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. Miss F is being represented by a third party. To keep things simple, I will refer to Miss F throughout my decision. What happened The background of ... (3 pages)View decision
