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 1885 results
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Decision Reference DRN-4532846
11 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4532846 The complaint Mr D and Mrs T complain that Monzo Bank Ltd won’t refund £160 they say wasn’t dispensed by an ATM. As the transaction was attempted by Mrs T, for ease, I’ll refer to her in this decision. What happened The circumstances of this complaint are well known to both par... (3 pages)View decision -
Decision Reference DRN-4535919
10 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4535919 The complaint Mrs L has complained that Monzo Bank Ltd won’t refund a transaction she says she didn’t make or otherwise authorise. What happened Mrs L received around £7,000 from an account in her parent’s name. A couple of weeks later, around £6,700 was transferred to a differ... (3 pages)View decision -
Decision Reference DRN-4540061
10 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4540061 The complaint Mr M has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened In spring 2023, Mr M was selling an item online. A scammer pretended to be a buyer. They emailed Mr M a link to provide his card details, saying it... (2 pages)View decision -
Decision Reference DRN-4453500
10 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4453500 The complaint Mr D complains that Monzo Bank Ltd unfairly recorded adverse information on his credit file. He wants this removed and compensation for the distress, depression and upset this has caused him. What happened Mr D says that in June 2022 he unexpectedly went into an u... (2 pages)View decision -
Decision Reference DRN-4396027
10 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4396027 The complaint Mr I, a sole trader, complains Monzo Bank Ltd unfairly restricted and closed his business account and returned funds held in it to the source account. I will refer to the business as S. To put things right, Mr I wants Monzo to return the funds to S and pay compen... (3 pages)View decision -
Decision Reference DRN-4371920
9 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4371920 The complaint Mr M complains that Monzo Bank Ltd closed his account without notice and withheld his funds. He’d like compensation for the impact on him. What happened Mr M had an account with Monzo. Mr M is also the director a business, I’ll call V, who have brought a separate ... (2 pages)View decision -
Decision Reference DRN-4158467
9 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4158467 The complaint Miss H complins that Monzo Bank Ltd closed her account without an explanation. Her money was kept in a holding account. Miss H says Monzo didn’t address her questions and made an error in spelling her name. She would like an apology and compensation. What happened... (3 pages)View decision -
Decision Reference DRN-4391103
9 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4391103 The complaint Mrs T has complained Monzo Bank Ltd won’t refund payments from her account she didn’t authorise. What happened In February 2023 Mrs T contacted Monzo as four payments had been made from her account which she didn’t recognise. These totalled £1,726. Monzo reviewed ... (3 pages)View decision -
Decision Reference DRN-4451890
9 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4451890 The complaint Mr S complaints that Monzo Bank Ltd (“Monzo”) has failed to refund money he lost to a romance scam in 2021. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary, Mr S fell victim to a... (6 pages)View decision -
Decision Reference DRN-4359032
4 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4359032 The complaint Miss B complains that Monzo Bank Ltd closed her account and registered a default with the Credit Reference Agencies (CRA’s). What happened Miss B says she received an email from Monzo informing her that her bank account had been closed, and a further email informi... (3 pages)View decision
