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
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Decision Reference DRN-4676062
14 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4676062 The complaint Mrs S complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost after falling victim to a scam. What happened Mrs S’s complaint has been brought by a professional representative, but as the account is in Mrs S’s name – I’ll refer to her throughout th... (6 pages)View decision -
Decision Reference DRN-4671106
13 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4671106 The complaint Mr O complains that Monzo Bank Ltd (Monzo) won't refund the money he lost when he fell victim to a scam. What happened Mr O was actively looking for work when he was contacted on a messaging app by someone who said they were an employee of a recruitment compa... (5 pages)View decision -
Decision Reference DRN-4657553
13 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4657553 The complaint Mr G complains about lending given to him by Monzo Bank Ltd, and its handling of his relationship with it. What happened On 8 October 2022, Mr G applied for a Flex account with Monzo. It was agreed and he was given a £500 credit limit. On 28 October 2022, he asked... (5 pages)View decision -
Decision Reference DRN-4624658
12 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4624658 The complaint Mrs R is unhappy with the service she’s received from Monzo Bank Ltd surrounding a request she made to close her account. What happened Mrs R asked Monzo to close her Monzo account because she had never wanted it and had never used it. Monzo didn’t close her accou... (2 pages)View decision -
Decision Reference DRN-4421995
12 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4421995 The complaint Miss L complains that Monzo Bank Ltd won’t refund money she lost to an investment scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I’ll focus on giving the reasons for my decision. What I’ve deci... (2 pages)View decision -
Decision Reference DRN-4660938
12 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4660938 The complaint Mr B complains that Monzo Bank Ltd won’t reimburse him after he fell victim to a scam What happened Both parties are aware of the circumstances surrounding this complaint, so I won’t repeat them in full here. But briefly, both parties accept that in February 2023,... (4 pages)View decision -
Decision Reference DRN-4675260
11 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4675260 The complaint Mr B complains Monzo Bank Ltd trading as Monzo didn’t do enough to protect him when he fell victim to two scams. What happened Mr B has an account with Monzo. Mr B says he made payments of approximately £300,000 to what he believed was an investment. In fact, Mr B... (2 pages)View decision -
Decision Reference DRN-4674895
11 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4674895 The complaint Mr S is unhappy that Monzo Bank Limited (‘Monzo’) won’t refund money he paid to a third party. What happened Mr S says that he knew someone I’ll refer to as G in this decision through a spiritual group. He says that G contacted him saying he was in a bad state fin... (3 pages)View decision -
Decision Reference DRN-4673948
11 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4673948 The complaint Miss A and Mr B complain that Monzo Bank Ltd rejected their application for a joint account. They’d like Monzo to reconsider and open a joint account for them. What happened Miss A and Mr B both have personal accounts with Monzo. In May 2023, Miss A and Mr B attem... (3 pages)View decision -
Decision Reference DRN-4563036
9 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4563036 The complaint Miss O complains Monzo Bank Ltd didn’t do enough to protect her when she fell victim to a scam. What happened Miss O has an account with Monzo and accounts elsewhere too. Miss O says she was contacted by a woman on a well-known communication app about a job opport... (5 pages)View decision
