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-4055724
24 Apr 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4055724 Complaint Mr S 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 S’ complaint and thought that Monzo shouldn’t have increased Mr S’ ove... (2 pages)View decision -
Decision Reference DRN-4020281
20 Apr 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4020281 The complaint Ms T complains Monzo Bank Limited (Monzo) requested unreasonable identification information to allow her to access and close her bank account with them. What happened Ms T says she contacted Monzo in September 2022 as her banking app wasn’t recognising her mobile ... (3 pages)View decision -
Decision Reference DRN-4076412
20 Apr 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4076412 The complaint Miss G complains that Monzo Bank Ltd closed her bank account without notice or explanation. What happened Miss G had an account with Monzo that opened in April 2020. On 30 May 2022, Monzo froze Miss G’s account. Following a review, it decided to close Miss G’s acc... (2 pages)View decision -
Decision Reference DRN-3778820
19 Apr 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3778820 The complaint Miss K is unhappy that Monzo Bank Ltd (“Monzo”) won’t refund money she lost after falling victim to a scam. What happened In March 2022, Miss K found some shoes on a social media platform that she was interested in buying. Miss K says she’d used this platform once... (3 pages)View decision -
Decision Reference DRN-3969496
18 Apr 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3969496 The complaint Mr N complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost after falling victim to an investment scam. What happened Between 19 July 2021 and 12 November 2021, Mr N made 13 payments for just over £61,000 as part of a cryptocurrency investment scam. Mr... (5 pages)View decision -
Decision Reference DRN-4058735
17 Apr 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4058735 The complaint Mr D complains that Monzo Bank Ltd failed to refund transactions he didn’t recognise. What happened Mr D noticed that a number of transactions had been made from his Monzo account earlier that morning that he didn’t recognise. The payments were made using bank tra... (3 pages)View decision -
Decision Reference DRN-4000574
14 Apr 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4000574 The complaint Mr A complains Monzo Bank Ltd (“Monzo”), didn’t reimburse the money he lost when he was the victim of an ‘authorised push payment’ (“APP”) purchase scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. B... (5 pages)View decision -
Decision Reference DRN-4017911
14 Apr 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4017911 The complaint Mr A complains that Monzo Bank Ltd won’t refund money he lost when he was the victim of a scam. Mr A is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key even... (4 pages)View decision -
Decision Reference DRN-4077995
13 Apr 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4077995 The complaint Mrs S is unhappy Monzo Bank Ltd won’t refund a transaction she didn’t make. What happened Mrs S explained she received calls from people pretending to be from Monzo, her other bank as well as Amazon. Ultimately, it seems she was told that someone had hacked her a... (3 pages)View decision -
Decision Reference DRN-3983331
13 Apr 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3983331 The complaint Mr A complains that Monzo Bank Ltd unfairly placed a fraud marker against his name and closed his bank account. What happened Mr A had an account with Monzo. In May 2021, Mr A says that a friend from school, who I will refer to as B, asked if he could use Mr A’s a... (4 pages)View decision
