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-4298685
30 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4298685 The complaint Mr W complains Monzo Bank Ltd (“Monzo”) failed to send him a closing statement for his bank account and was obstructive when he contacted it to request one. What happened Monzo decided to close Mr W’s bank account, giving him two months’ notice. The date the accou... (3 pages)View decision -
Decision Reference DRN-4117801
30 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4117801 The complaint Mr L complains that Monzo Bank Ltd defaulted his account. What happened Mr L says that when he switched accounts, he was left with an overdraft of £45 in his Monzo account. He says that due to various health conditions he wasn’t as responsive as he could have been... (2 pages)View decision -
Decision Reference DRN-4035271
30 Aug 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4035271 The complaint Miss D complains that Monzo Bank Ltd registered a marker about her at CIFAS, the national fraud database. What happened Miss D says that she has never opened an account with Monzo Bank. And that someone did so by using her personal information. The CIFAS marker is... (2 pages)View decision -
Decision Reference DRN-4185783
30 Aug 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4185783 The complaint Mr M complains that Monzo Bank Ltd wouldn’t refund payments he says he didn’t make from his account. What happened Mr M says he found out that there was an overdraft balance of just over £1,500 on his account. He says that he didn’t apply for this or make payments... (3 pages)View decision -
Decision Reference DRN-4273033
30 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4273033 The complaint Mr T complains that Monzo Bank Ltd won’t refund money he lost as a result of a scam. What happened Mr T was looking to purchase a vehicle. He found an apparently suitable one on the marketplace of a well-known social media website. He contacted the seller. It sai... (4 pages)View decision -
Decision Reference DRN-4318650
25 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4318650 The complaint G complains Monzo Bank Ltd didn’t reimburse the money it lost when it was the victim of a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, both parties accept that G was the victim of a... (4 pages)View decision -
Decision Reference DRN-4298092
24 Aug 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4298092 The complaint Mr M complains about the way that Monzo Bank Ltd dealt with his requests for chargebacks. What happened In late March 2022, Mr M requested that Monzo apply for chargebacks in respect of two transactions (which I’ll refer to as “B” and “7”). He did this via his ban... (2 pages)View decision -
Decision Reference DRN-4281779
24 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4281779 The complaint Miss M says that Monzo Bank Ltd (“Monzo”) acted irresponsibly by providing her with an overdraft that she couldn’t afford, then acted unfairly by continuing to apply charges to her account when she was in financial difficulty. What happened Miss M held an account ... (3 pages)View decision -
Decision Reference DRN-3970269
23 Aug 2023 Monzo Bank Ltd Not upheldBanking and PaymentsThe complaint Mrs M complains that Monzo bank Ltd closed her bank account and haven’t told her why it no longer wants her as a customer. What happened Mrs M had an account with Monzo. In February 2022, Monzo reviewed Mrs M’s account. Following its review, it decided to close Mrs M’s accoun... (3 pages)View decision -
Decision Reference DRN-4202318
22 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4202318 The complaint Mr S has complained that Monzo Bank Ltd (“Monzo”) did not process his chargeback request correctly. What happened Mr S paid £200.11 to an overseas merchant on 1 February 2022. However, as Mr S had not received the service he’d paid for, Mr S contacted the merchant... (3 pages)View decision
