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 1031 results
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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 -
Decision Reference DRN-4194806
15 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4194806 The complaint Mr H is unhappy Monzo Bank Ltd didn’t intervene on payments he sent to a scammer. He says the bank ought to have flagged the transactions as suspicious, and had it intervened the loss would have been prevented. What happened In early 2022 Mr H was introduced to an... (3 pages)View decision -
Decision Reference DRN-4469976
15 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4469976 The complaint Miss P complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Miss P came acro... (6 pages)View decision -
Decision Reference DRN-4625176
15 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4625176 The complaint Miss S complains Monzo Bank Ltd defaulted her credit card account without telling her how to repay the overdue balance. What happened Miss S says Monzo applied a default to her account but never told her this would happen. She says she sent emails to Monzo regardi... (2 pages)View decision -
Decision Reference DRN-4626043
15 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4626043 The complaint Mr L complains Monzo Bank Ltd hasn’t provided him with support while he’s been in financial difficulties; and that it continued to charge him interest on an overdraft facility. What happened Monzo provided Mr L with a £1,000 overdraft facility in May 2019. Mr L co... (4 pages)View decision -
Decision Reference DRN-4597387
14 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4597387 The complaint Mrs A complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by a 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 both parties... (5 pages)View decision