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 1868 results
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Decision Reference DRN-4185091
14 Nov 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4185091 The complaint Mr C complains that Monzo Bank Ltd didn’t do enough to protect him when he was the victim of a crypto investment scam. Mr C is being supported by a representative, but for ease, I’ll refer to Mr C throughout this decision. What I’ve decided – and why I’ve consider... (3 pages)View decision -
Decision Reference DRN-4454261
14 Nov 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4454261 The complaint Miss D complains that Monzo Bank Ltd didn’t do enough to protect her against losing money to a scam. Miss D has used a representative to bring her complaint. But for ease of reading, I’ll mostly just refer to Miss D herself rather than the representative. What hap... (3 pages)View decision -
Decision Reference DRN-4233124
13 Nov 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4233124 The complaint Mr C complains that Monzo Bank Ltd allowed his current account to go overdrawn and this resulted in unfair fees and charges, and a default being applied. Mr C says that Monzo Bank Ltd then closed his account. What happened Mr C had booked a flight using his debit ... (3 pages)View decision -
Decision Reference DRN-4311682
10 Nov 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4311682 The complaint Mr B complains that Monzo Bank Ltd has declined to refund transactions that he says he didn’t make or allow anyone else to make. What happened Mr B, a sole trader, has a business account with Monzo. He’s disputing four payments totalling around £5,000 made from th... (2 pages)View decision -
Decision Reference DRN-3974140
10 Nov 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3974140 The complaint Miss Y complains that Monzo Bank Ltd failed to refund transactions she didn’t recognise. What happened What Miss Y said Miss Y had a friend round who asked to borrow her phone to make a call to her parent and order a taxi. Miss Y believed the original time the pho... (4 pages)View decision -
Decision Reference DRN-4378737
10 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4378737 The complaint Mr H complains that Monzo Bank Ltd won’t refund a number of payments made out of his account, which he says he didn’t make. What happened Between the end of 2021 and the middle of 2022, a number of payments were made from Mr H’s Monzo account which he says he didn... (4 pages)View decision -
Decision Reference DRN-4063253
9 Nov 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4063253 The complaint Mr V complains Monzo Bank Ltd closed his account without a reason. He would like to know the reason and his account reopened. What happened Mr V had an account with Monzo. Mr V received a letter on 11 March 2021 giving him 60 days’ notice to close his account. Mr... (2 pages)View decision -
Decision Reference DRN-4371818
7 Nov 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4371818 The complaint Mr T has complained that Monzo Bank Ltd failed to provide him with adequate support despite being aware of his compulsive gambling problem. What happened Mr T says he opened a current account with Monzo in 2019 after he heard a representative from the bank speak a... (3 pages)View decision -
Decision Reference DRN-4211520
6 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4211520 The complaint Mr O has complained Monzo Bank Ltd, trading as Monzo, added a fraud-related marker In Mr O’s name to the industry fraud database, CIFAS, and returned funds he believed were his to source. What happened In November 2022 Monzo froze Mr O’s account. They’d received a... (2 pages)View decision -
Decision Reference DRN-4435194
3 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4435194 The complaint Mr R is unhappy that Monzo Bank Ltd won’t refund money he lost as a result of a scam. What happened On 13 October 2023, I wrote to both parties with my provisional findings. I wanted to give both sides a chance to provide any further evidence and arguments before ... (4 pages)View decision
