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-4070729
3 May 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4070729 The complaint Miss T is unhappy that Monzo Bank Ltd won’t refund a payment she made as part of 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 reason... (2 pages)View decision -
Decision Reference DRN-3600048
2 May 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3600048 The complaint Miss W is unhappy Monzo Bank Ltd won’t refund transactions she didn’t make. What happened Miss W was contacted by someone about a booking she’d recently made with Booking.com. They told her the card she’d used hasn’t passed the system check and she’d need to try ... (3 pages)View decision -
Decision Reference DRN-3514321
28 Apr 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3514321 The complaint Miss U complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary Miss U started co... (4 pages)View decision -
Decision Reference DRN-4104770
28 Apr 2023 Monzo Bank Ltd UpheldConsumer CreditDRN-4104770 The complaint Mr W complains that Monzo Bank Ltd didn’t make the implications of selecting its ‘breathing space’ option, for his loan, clear enough – meaning his credit file was adversely affected. What happened In August 2022 Mr W contacted Monzo via the in-app chat function, ... (3 pages)View decision -
Decision Reference DRN-4009674
27 Apr 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4009674 The complaint Miss K complains that Monzo Bank Ltd added a marker at CIFAS, the national fraud database, when it closed her account. What happened Miss K says she found out about the marker when accounts she had at other financial businesses were closed. She says she hasn’t bee... (3 pages)View decision -
Decision Reference DRN-4013940
26 Apr 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4013940 The complaint Mr R complains that Monzo Bank Ltd won’t refund three transactions from his account which he says he didn’t make or otherwise authorise. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview o... (3 pages)View decision -
Decision Reference DRN-3631562
25 Apr 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3631562 The complaint Ms A complains that Monzo Bank Ltd (“Monzo”) didn’t do enough to protect her when she fell victim to a scam and hasn’t reimbursed her the funds she lost. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here.... (2 pages)View decision -
Decision Reference DRN-3966957
25 Apr 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3966957 The complaint Ms H complains Monzo Bank Ltd hasn’t refunded transactions that she’s disputed. What happened Ms H had a Monzo account between June 2022 and November 2022. Monzo gave Ms H notice of its intention to close her account in September 2022. Monzo did so after Ms H disp... (3 pages)View decision -
Decision Reference DRN-4090395
24 Apr 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4090395 The complaint Mr H is unhappy that Monzo Bank Ltd won’t reimburse transfers totalling £19,800 which he feels he was fraudulently tricked into authorising. What happened Mr H received a telephone call from someone pretending to be from Monzo. Mr H says the caller told him they n... (4 pages)View decision -
Decision Reference DRN-4036657
24 Apr 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4036657 Complaint Mr M has complained that Monzo Bank Ltd (“Monzo”) unfairly increased the limit on his overdraft when he was already struggling to repay what he owed. Background One of our adjudicators looked at Mr M’s complaint and thought that Monzo shouldn’t have increased Mr M’s o... (2 pages)View decision
