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 2651 results
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Decision Reference DRN-5117648
22 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5117648 The complaint F, a limited company, complains that Monzo Bank Ltd blocked and then closed its bank account. What happened F opened an account with Monzo in June 2024. In July 2024, F received a payment from the personal account of one of its directors. It then tried to pay t... (3 pages)View decision -
Decision Reference DRN-5034948
22 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5034948 The complaint Mr R complains that Monzo Bank Ltd hasn’t reimbursed money he lost to a scam. What happened The background to this complaint is well-known to both parties, with the circumstances having been discussed at length. First, through Monzo’s own complaint handling pro... (3 pages)View decision -
Decision Reference DRN-5074524
21 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5074524 The complaint Mr F has complained Monzo Bank Ltd won’t refund him for two debit card transactions made to a holiday company. Mr F didn’t get the service he was expecting and didn’t know about the second payment taken. What happened In December 2023 Mr F was going abroad with... (3 pages)View decision -
Decision Reference DRN-5117590
21 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5117590 The complaint Mr D is unhappy about Monzo Bank Ltd. He said it failed to provide correct details about a direct debit set up wrongly on his bank account. Mr D asked Monzo to provide written details so he could show his local council what had happened to his payment. Monzo s... (4 pages)View decision -
Decision Reference DRN-4947670
21 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4947670 The complaint Mr F complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr F has an account with Monzo and other businesses who I’ll refer to as “R” and “B” respectively throughout the rest of this decision. He’s b... (2 pages)View decision -
Decision Reference DRN-5095322
20 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5095322 The complaint Ms E complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened Ms E came across an investment opportunity while she was... (4 pages)View decision -
Decision Reference DRN-5093152
20 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5093152 The complaint Mr L complains Monzo Bank Ltd (Monzo) didn’t provide him with any notice before it closed his bank account. What happened Mr L says he held a bank account with Monzo and without any notice he was told his bank account was being closed in January 2023. Mr L does... (2 pages)View decision -
Decision Reference DRN-5157107
19 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5157107 The complaint Miss E has complained that Monzo Bank Ltd registered a fraud marker against her. What happened In early 2024, Miss E received and passed on funds which were later reported to have come from fraud. In response to their initial questions, Miss E told Monzo she’d ... (3 pages)View decision -
Decision Reference DRN-5062604
18 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5062604 The complaint Mr S complains that Monzo Bank Ltd hasn’t refunded the money he lost when he fell victim to a scam. What happened In July 2023 Mr S noticed an item had been added to his basket on a shopping website. Mr S says he looked for a contact number for the shopping si... (4 pages)View decision -
Decision Reference DRN-4833529
18 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4833529 The complaint Mr S complains that Monzo Bank Ltd (Monzo) won’t refund him money he lost in a fake job scam. Mr S is represented by a third party, but for ease of reading, I’ll refer only to him. What happened The facts of this complaint are well known to both parties, so I... (3 pages)View decision