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 2125 results
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Decision Reference DRN-4673948
11 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4673948 The complaint Miss A and Mr B complain that Monzo Bank Ltd rejected their application for a joint account. They’d like Monzo to reconsider and open a joint account for them. What happened Miss A and Mr B both have personal accounts with Monzo. In May 2023, Miss A and Mr B attem... (3 pages)View decision -
Decision Reference DRN-4563036
9 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4563036 The complaint Miss O complains Monzo Bank Ltd didn’t do enough to protect her when she fell victim to a scam. What happened Miss O has an account with Monzo and accounts elsewhere too. Miss O says she was contacted by a woman on a well-known communication app about a job opport... (5 pages)View decision -
Decision Reference DRN-4580397
8 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4580397 The complaint Mr L complains about how Monzo Bank Ltd dealt with his chargeback dispute. What happened In November 2022, Mr L bought a couple of items online and paid £63.43 for them with his Monzo Bank credit card. He never received the goods, despite chasing the merchant for ... (2 pages)View decision -
Decision Reference DRN-4630126
8 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4630126 The complaint Mr D holds a current account with Monzo Bank Ltd, which he opened in June 2023. In July 2023, some fraudsters contacted him with a promise of employment for which he would work online at home. They told him that to get the work, he first had to pay various fees. H... (5 pages)View decision -
Decision Reference DRN-4671612
8 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4671612 The complaint Mrs E, who has a representative, complains Monzo Bank Ltd didn’t do enough when she fell victim to a scam. What happened Mrs E has a Monzo account and an account with a bank elsewhere who I’ll refer to as “N” in the rest of this decision. Mrs E says she was in a v... (3 pages)View decision -
Decision Reference DRN-4495512
8 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4495512 The complaint Mrs U complains that Monzo Bank Ltd did not refund her the £3,875 she lost as part of a scam. What happened Mrs U found a vehicle she wanted to purchase online and contacted the company I’ll call ‘J’. A sales manager from J responded and explained they could deliv... (3 pages)View decision -
Decision Reference DRN-4670174
8 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4670174 The complaint Mrs S, on behalf of ‘S’, complains that Monzo Bank Ltd (“Monzo”) won’t refund the money she lost as a result of an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detai... (4 pages)View decision -
Decision Reference DRN-4637694
8 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4637694 Complaint Mr M has complained about an overdraft that Monzo Bank Ltd (“Monzo”) provided to him. He says the overdraft, which then had its limit increased, shouldn’t have been lent as it was unaffordable. Background Mr M has also complained about Monzo’s decision to provide him ... (3 pages)View decision -
Decision Reference DRN-4340992
7 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4340992 The complaint Mr M complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he became the victim of a scam and would like Monzo to refund him the money he has lost. What happened Mr M was contacted via WhatsApp by a supposed recruitment company of... (3 pages)View decision -
Decision Reference DRN-4630637
7 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4630637 The complaint Mr H complains about Monzo Bank Ltd. He says that he has been the victim of a scam and would like Monzo to refund him the money he has lost as a result. What happened In September 2023, Mr H applied for a service via a website requesting the service of a woman. He... (2 pages)View decision
