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-4820297
28 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4820297 The complaint Mr C complains that Monzo Bank Ltd unfairly blocked and closed his account. Mr C is also unhappy that Monzo took too long to release funds held in his account back to him, which caused him trouble and upset. What happened Mr C had a current account with Monzo, whi... (4 pages)View decision -
Decision Reference DRN-4819867
28 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4819867 The complaint Mr M complains that Monzo Bank Ltd hasn’t refunded him after he fell victim to a scam. What happened I issued a provisional decision for this complaint on 9 May 2024, the content of which has been added to the end of this final decision in italics. The background ... (4 pages)View decision -
Decision Reference DRN-4771697
28 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4771697 The complaint Mr V has complained Monzo Bank Ltd did nothing to intervene and stop a payment he was making as the result of an employment scam. What happened Mr V opened a bank account with Monzo on 29 September 2023. The same day he made a payment of £3,300 to his cryptocurren... (3 pages)View decision -
Decision Reference DRN-4769499
28 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4769499 The complaint Mr C has complained Monzo Bank Ltd did nothing to help when he ended up paying a fraudster for a foreign villa booking. What happened In June 2023, Mr C was the victim of a scam. He was looking to book a villa holiday and used a renowned holiday booking site. He f... (3 pages)View decision -
Decision Reference DRN-4702952
28 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4702952 The complaint Mr C has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr C was told by Monzo that they were closing his account. They also lodged a fraud-related marker on his record with CIFAS. ... (2 pages)View decision -
Decision Reference DRN-4692860
28 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4692860 The complaint Miss M complains that Monzo Bank Ltd (“Monzo”) unfairly lodged a marker against her and delayed the removal of it. What happened Miss M opened an account with Monzo in 2021 to assist her with future travel and educational plans. She said that at some point after o... (2 pages)View decision -
Decision Reference DRN-4802331
23 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4802331 The complaint Mr H is unhappy that Monzo Bank Ltd won’t refund money he lost as a result of an investment scam. What happened In November 2022, Mr H said he found a company online called ‘Crypto Pro Investment’ and invested £200 using a different bank account, via a cryptocurr... (4 pages)View decision -
Decision Reference DRN-4793000
21 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4793000 The complaint Mrs B complains about Monzo Bank Ltd. She says that Monzo didn’t do enough to protect her when she became the victim of a scam and would like it to refund her the money she has lost. What happened The details of what happened are well known to both parties, so I w... (3 pages)View decision -
Decision Reference DRN-4772015
21 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4772015 The complaint Mr R is unhappy that Monzo Bank Ltd blocked a payment he’d told them in advance that he was going to make. What happened On 24 February 2024, Mr R travelled from his home in the north of England to London to buy a car. At approximately 12:25, Mr R sent a message t... (3 pages)View decision -
Decision Reference DRN-4766424
21 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4766424 The complaint Miss K is unhappy that Monzo Bank Ltd haven’t reimbursed the money she lost through a scam. Miss K’s complaint has been brought on her behalf by a professional representative. What happened Around October 2022 Miss K was contacted by a scammer on a messaging app. ... (7 pages)View decision
