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 1933 results
-
Decision Reference DRN-4376053
20 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4376053 The complaint Mr S complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. Mr S is being represented by a third party. To keep things simple, I will refer to Mr S throughout my decision. What happened The background of this co... (3 pages)View decision -
Decision Reference DRN-4419765
19 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4419765 The complaint Miss C has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2022 Miss C was told by Monzo that they were closing her account. They also lodged a fraud-related marker on her record with CIF... (2 pages)View decision -
Decision Reference DRN-4640205
19 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4640205 The complaint Mr S complains that Monzo Bank Ltd unfairly closed his account and registered a CIFAS marker against him. CIFAS is the UK’s fraud alert service. What happened Mr S had an account with Monzo. In December 2022, two payments, totalling just over £1,200 were made int... (4 pages)View decision -
Decision Reference DRN-4688345
19 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4688345 The complaint Ms P complains about Monzo Bank Ltd’s response to her request for help in recovering a payment she made to a third party. What happened On 28 February Ms P was online organising a riding lesson with a third party “S”. She paid S £35 from her Monzo account. But whi... (4 pages)View decision -
Decision Reference DRN-4322983
18 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4322983 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... (4 pages)View decision -
Decision Reference DRN-4569502
18 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4569502 The complaint Ms R complains about difficulties and delays she encountered with Monzo Bank Ltd (Monzo) when trying to cancel a direct debit. What happened In November 2022, Ms R joined a gym which I will call A and set up a monthly direct debit to pay for the membership. Soon a... (3 pages)View decision -
Decision Reference DRN-4539016
18 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4539016 The complaint Mr S complains Monzo Bank Ltd (“Monzo”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr S says he is not responsible for a payment of £1,239.00 made from his account to a payee he says he doesn’t know. Mr S says ... (2 pages)View decision -
Decision Reference DRN-4554863
18 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4554863 The complaint Ms U complains about the way that Monzo Bank Ltd handled her transaction disputes. What happened Ms U disputed four transactions concerning purchases she had made with a food delivery service, online auction site and travel business. Ms U was unhappy with the dela... (3 pages)View decision -
Decision Reference DRN-4604647
18 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4604647 The complaint Miss O complains that Monzo Bank Ltd (‘Monzo’) won’t refund a payment she made. What happened In 2023, Miss O made a payment to someone she met online. Miss O says they’d been communicating for around five months, and he told her that he was affiliated with a bett... (2 pages)View decision -
Decision Reference DRN-4446012
16 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4446012 The complaint Mr W – who has a representative – complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr W has a current account with Monzo which he opened in late 2019. He’s a company director and at the time of this ... (3 pages)View decision
