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-4257551
18 Sep 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4257551 The complaint Miss C complains that Monzo Bank Ltd added a marker about her to CIFAS, the national fraud database, when it closed her account. What happened Miss C says that the marker is affecting her ability to get an account elsewhere and save money. Monzo Bank said it hadn’... (3 pages)View decision -
Decision Reference DRN-4107994
15 Sep 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4107994 The complaint Mr M complains that Monzo Bank Ltd didn’t do enough to protect him when he was the victim of a crypto investment scam. Mr M is being supported by a representative, but for ease, I’ll refer to Mr M throughout this decision. What happened In June 2020 Mr M said he m... (5 pages)View decision -
Decision Reference DRN-4346985
13 Sep 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4346985 The complaint Mr A complains that Monzo Bank Ltd (Monzo), closed his individual current account without notice. He would like compensation and a full explanation why his account was closed. What happened I issued a provisional decision on this complaint last month where I uphel... (3 pages)View decision -
Decision Reference DRN-4104852
7 Sep 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4104852 The complaint Mrs O is unhappy that Monzo Bank Ltd (Monzo) allowed a payment to leave her account What happened Mrs O said that she had £40 taken from her bank account by a merchant she had previously used. She was unhappy that the money had been taken and that the bank didn’t ... (2 pages)View decision -
Decision Reference DRN-4134284
6 Sep 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4134284 The complaint Mr C complains that Monzo Bank Ltd won’t refund money he lost when he was the victim of a scam. Mr C is represented by a firm that I’ll refer to as ‘S’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key... (5 pages)View decision -
Decision Reference DRN-4333239
5 Sep 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4333239 The complaint Mr G complains that Monzo Bank Ltd (“Monzo”) refuses to refund his losses after he fell victim to a scam. Mr G has a representative assisting him with his complaint. What happened Mr G’s friend had come across an investment opportunity and showed Mr G the investme... (4 pages)View decision -
Decision Reference DRN-4006695
1 Sep 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4006695 The complaint Mr T complains Monzo Bank Ltd (“Monzo”) restricted and then closed his account without warning. He also complains that two transactions he’d received for selling goods were returned to the remitting account and that a fraud marker has been registered against him u... (5 pages)View decision -
Decision Reference DRN-4328864
1 Sep 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4328864 The complaint Mr L complains that Monzo Bank Ltd (Monzo) won’t refund the money he lost to a scam. What happened The details of this complaint are well known to both parties. So rather than repeat them all again here, I’ll briefly summarise the key points. In early 2022, Mr L s... (3 pages)View decision -
Decision Reference DRN-4329533
1 Sep 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4329533 The complaint Mr T complains that it wasn’t made clear to him by Monzo Bank Ltd (“Monzo”) when he agreed a flex repayment plan that this may affect his ability to increase his overdraft limit. This resulted in him being unable to pay essential bills. What happened Mr T held a f... (3 pages)View decision -
Decision Reference DRN-4069158
31 Aug 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4069158 The complaint Mr M is unhappy that Monzo Bank Ltd didn’t do more to help stop him losing money to gambling via payments made from his current account. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail her... (3 pages)View decision
