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 2131 results
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Decision Reference DRN-4396027
10 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4396027 The complaint Mr I, a sole trader, complains Monzo Bank Ltd unfairly restricted and closed his business account and returned funds held in it to the source account. I will refer to the business as S. To put things right, Mr I wants Monzo to return the funds to S and pay compen... (3 pages)View decision -
Decision Reference DRN-4371920
9 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4371920 The complaint Mr M complains that Monzo Bank Ltd closed his account without notice and withheld his funds. He’d like compensation for the impact on him. What happened Mr M had an account with Monzo. Mr M is also the director a business, I’ll call V, who have brought a separate ... (2 pages)View decision -
Decision Reference DRN-4158467
9 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4158467 The complaint Miss H complins that Monzo Bank Ltd closed her account without an explanation. Her money was kept in a holding account. Miss H says Monzo didn’t address her questions and made an error in spelling her name. She would like an apology and compensation. What happened... (3 pages)View decision -
Decision Reference DRN-4391103
9 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4391103 The complaint Mrs T has complained Monzo Bank Ltd won’t refund payments from her account she didn’t authorise. What happened In February 2023 Mrs T contacted Monzo as four payments had been made from her account which she didn’t recognise. These totalled £1,726. Monzo reviewed ... (3 pages)View decision -
Decision Reference DRN-4451890
9 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4451890 The complaint Mr S complaints that Monzo Bank Ltd (“Monzo”) has failed to refund money he lost to a romance scam in 2021. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary, Mr S fell victim to a... (6 pages)View decision -
Decision Reference DRN-4359032
4 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4359032 The complaint Miss B complains that Monzo Bank Ltd closed her account and registered a default with the Credit Reference Agencies (CRA’s). What happened Miss B says she received an email from Monzo informing her that her bank account had been closed, and a further email informi... (3 pages)View decision -
Decision Reference DRN-4321674
3 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4321674 The complaint Miss N complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost in a scam. What happened Miss N received a message from someone who claimed to be from a recruitment company. The message said there were a number of vacancies and flexible working was ... (2 pages)View decision -
Decision Reference DRN-4408316
3 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4408316 The complaint Mr K complains Monzo Bank Ltd irresponsibly lent him money on a loan, overdraft and a credit card account when he was gambling heavily. What happened In May 2022 Mr K applied for: A loan for £2,300 to be repaid over 12 months – applied for on 8 May 2022 A £2,000... (3 pages)View decision -
Decision Reference DRN-4466196
2 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4466196 The complaint Mrs O has complained that Monzo Bank Ltd won’t refund transactions she says she didn’t make or otherwise authorise. What happened In spring 2023, several payments were made using Mrs O’s Monzo card, via the Apple Pay and Google Pay tokens registered to her phone. ... (2 pages)View decision -
Decision Reference DRN-4490401
2 Jan 2024 Monzo Bank Ltd UpheldConsumer CreditDRN-4490401 The complaint Mr I says Monzo Bank Ltd (“Monzo”) didn’t carry out appropriate checks when lending to him. What happened Mr I made an application for a personal loan in November 2022. Monzo approved the application and agreed to lend Mr I £25,000 over 60 months. The monthly repa... (3 pages)View decision
