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 2129 results
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Decision Reference DRN-4685648
23 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4685648 The complaint Mr A complains Monzo Bank Limited (Monzo) provided poor customer service when dealing with a scheduled payment. What happened Mr A says he approached Monzo in late July 2023 to arrange for an increase to his bank account payment limit, from the default amount of £... (3 pages)View decision -
Decision Reference DRN-4630401
22 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4630401 The complaint Mr B has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr B 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-4755647
22 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4755647 The complaint Mr P complains Monzo Bank Ltd (“Monzo”) restricted and closed his account. And that it unfairly registered a fraud marker against him, and his overdraft debt should be written off. Mr P says this has caused him substantive distress, inconvenience, and the loss of ... (4 pages)View decision -
Decision Reference DRN-4752479
19 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4752479 The complaint Mr Y complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to bo... (4 pages)View decision -
Decision Reference DRN-4508424
19 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4508424 The complaint Miss M complains that Monzo Bank Ltd did not refund a series of payments she lost to a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Miss M met an individual I’ll call X w... (5 pages)View decision -
Decision Reference DRN-4322719
19 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4322719 The complaint Mr S complains that Monzo Bank Ltd won’t refund a payment made from his account which he says he didn’t make. What happened In July 2022, Mr S saw an advert online for a cryptocurrency investment company. He says the advert showed the company was endorsed by a num... (6 pages)View decision -
Decision Reference DRN-4746418
18 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4746418 The complaint Mr F has complained Monzo Bank Ltd won’t refund money he lost as the result of a scam. What happened After expecting a pay-out following a car accident, Mr F was reviewing potential cryptocurrency investments. He joined a crypto investment group and got advice fro... (3 pages)View decision -
Decision Reference DRN-4479328
17 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4479328 The complaint Mr H complains Monzo Bank Limited won’t refund transactions on his account which he says he didn’t authorise. What happened Mr H contacted Monzo on 24 February 2023 to report issues with his account. Initially Mr H explained he had been the victim of a scam and he... (3 pages)View decision -
Decision Reference DRN-4605372
16 Apr 2024 Monzo Bank Ltd UpheldConsumer CreditDRN-4605372 The complaint Mr D complains that Monzo Bank Ltd lent to him irresponsibly. He says Monzo didn’t do enough to check he could afford to repay the lending sustainably. Mr D says the loan was unaffordable. What happened Mr D applied for a loan of £7,000 with Monzo in October 2021.... (3 pages)View decision -
Decision Reference DRN-4742521
15 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4742521 The complaint Mr R has complained that Monzo Bank Ltd registered a marker against him at CIFAS, the national fraud database. What happened In January 2023, Mr R received two credits of £65 each. Monzo says it received a fraud report about these credits. It asked Mr R about the ... (3 pages)View decision
