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-4836894
5 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4836894 The complaint Mr E has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened In 2021, Mr E saw an advert for an investment firm on social media. He said they had a professional-looking website and good reviews, and he spoke ... (3 pages)View decision -
Decision Reference DRN-4761318
5 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4761318 The complaint Miss S complains that Monzo Bank Ltd lent irresponsibly when it approved her overdraft application. What happened In August 2019 Miss S applied for a bank account and associated overdraft with Monzo. An income of £1,737 after tax was used and Monzo says it applie... (3 pages)View decision -
Decision Reference DRN-4783644
5 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4783644 The complaint Mr K complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost when he was the victim of a scam. What happened Mr K is represented in this case but for ease I’ll refer to Mr K throughout my decision. Mr K says that he was contacted on a social media a... (3 pages)View decision -
Decision Reference DRN-4670355
5 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4670355 The complaint Miss G complains that Monzo Bank Ltd hasn’t agreed to refund a payment which she says she didn’t authorise. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in detail. The core facts are not in dispute, ... (2 pages)View decision -
Decision Reference DRN-4524420
4 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4524420 The complaint Mr R complains that Monzo Bank Ltd won’t refund the money he lost when he fell victim to a scam. What happened Mr R says that he sent money (£150) to somebody he knew for an investment opportunity. The payment was made via his debit card through an international m... (2 pages)View decision -
Decision Reference DRN-4721767
3 Jun 2024 Monzo Bank Ltd Not upheldConsumer CreditDRN-4721767 The complaint Mr M complains that Monzo Bank Limited (“Monzo”) placed a default marker on his credit files. What happened In September Mr M took out a loan with Monzo for £2,000 over six months with repayments of £354.49. He failed to make the final two payments on time. Accord... (2 pages)View decision -
Decision Reference DRN-4737489
3 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4737489 The complaint Mr S has complained Monzo Bank Ltd won’t refund money he lost through six transactions he didn’t authorise. What happened In January 2024 Mr S noticed a discrepancy in his Monzo account and contacted them. He disputed six transactions for £60, £415.43, £119.62, £2... (3 pages)View decision -
Decision Reference DRN-4725188
31 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4725188 The complaint Mr F 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 The details of what happened are well known to all parties, so I won’t ... (3 pages)View decision -
Decision Reference DRN-4719378
31 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4719378 The complaint Mr A complains that Monzo Bank Ltd failed to pay and/or cancelled a direct debit instruction (DDI) without telling him. What happened In October 2023, Mr A’s credit card provider (B) told him it would collect a payment by direct debit. However the payment wasn... (2 pages)View decision -
Decision Reference DRN-4827659
31 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4827659 Complaint Mr O is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background In late 2022, Mr O fell victim to a job scam. He was contacted on a social messaging app about a work opportunity. The role was one in affiliate marketing. He would be ... (3 pages)View decision
