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 1858 results
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Decision Reference DRN-4133064
16 May 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4133064 The complaint Mr W complains that Monzo Bank Ltd closed his account without notice and then unreasonably delayed sending funds to an alternative account in line with his request. What happened Mr W opened his Monzo account in November 2019. On 25 February 2022 Monzo sent Mr W n... (3 pages)View decision -
Decision Reference DRN-3814774
16 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3814774 Complaint Mrs O is unhappy that Monzo Bank Ltd (“Monzo”) closed her account and failed to return all of the funds in it. Background In January 2022, Monzo notified Mrs O that it no longer wished to offer her an account and told her that it would be closing her current account. ... (2 pages)View decision -
Decision Reference DRN-4120897
15 May 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4120897 The complaint Miss C is unhappy Monzo Bank Ltd won’t reimburse her for funds she lost due to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons ... (4 pages)View decision -
Decision Reference DRN-4105394
12 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4105394 The complaint Mr G is unhappy that Monzo Bank Ltd placed a fraud marker against his name. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Mr G held a bank account with Monzo. In February 2021, Monzo receiv... (2 pages)View decision -
Decision Reference DRN-3980644
12 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3980644 The complaint Mr O complains Monzo Bank Ltd added his details to a fraud database. What happened Mr O received a payment into his Monzo account. Monzo was contacted by the sending bank and told the payment had been raised as fraudulent by the sender. Monzo closed Mr O’s account... (2 pages)View decision -
Decision Reference DRN-4083608
11 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4083608 The complaint Mr W complains about the interest rate Monzo Bank Ltd (“Monzo”) charged for his overdraft. What happened Mr W opened an account with Monzo with a small overdraft. Mr W recently had his overdraft limit increased to £2,000 the maximum Monzo provides. Monzo advertise... (2 pages)View decision -
Decision Reference DRN-3995536
10 May 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3995536 The complaint Mr S complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him from becoming the victim of a scam and would like Monzo to refund him the money he has lost as a result of being scammed. What happened Mr S came across an advert on Facebook f... (5 pages)View decision -
Decision Reference DRN-3734029
5 May 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3734029 The complaint Mr R complains that Monzo Bank Ltd won’t refund him the money he lost when he fell victim to a purchase scam. What happened Both sides are aware of the circumstances of the complaint. But I will begin by briefly summarising what happened. Mr R holds a current acco... (4 pages)View decision -
Decision Reference DRN-3978509
3 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3978509 The complaint Miss E complains that Monzo Bank Ltd didn’t do enough to protect her from losing money to an investment scam. What happened Miss E has explained that in 2021 she made the following payments using her Monzo debit card for what she thought was a legitimate investmen... (3 pages)View decision -
Decision Reference DRN-3737676
3 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3737676 The complaint Miss S is unhappy that Monzo Bank Ltd won’t refund money she lost as a result of a scam. What happened Miss S thought that she’d been contacted by a celebrity (that I’ll call C) on a popular social media website. They exchanged messages for several weeks, but each... (3 pages)View decision
