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 2101 results
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Decision Reference DRN-4448149
8 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4448149 The complaint Ms D complains Monzo Bank Ltd didn’t do enough to protect her when she was the victim of a fraud. What happened Ms D has a current account with Monzo which she opened in 2021. She applied for a business account in July 2022. Monzo considered her application and sa... (3 pages)View decision -
Decision Reference DRN-4503267
8 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4503267 The complaint Mr V complains that Monzo Bank Ltd irresponsibly lent to him. What happened Mr V says that Monzo should have never approved an account for him with such a large overdraft (£500). He says that when he applied for the account, if they would have checked his credit f... (4 pages)View decision -
Decision Reference DRN-4492375
8 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4492375 The complaint Miss J has complained that Monzo Bank Ltd (“Monzo”) will not refund the money she lost as the result of a scam. What happened Both parties are familiar with the details of the scam so I will provide only a summary here. Miss J noticed on a social media platform th... (4 pages)View decision -
Decision Reference DRN-4463369
6 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4463369 The complaint Mr F has complained that Monzo Bank Ltd registered a marker against him at CIFAS, the national fraud database. What happened Mr F received some credits into his account, which he quickly spent. Monzo were informed that the money Mr F received and spent came from f... (2 pages)View decision -
Decision Reference DRN-4494235
6 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4494235 The complaint Ms R complains that Monzo Bank Ltd (“Monzo”) won’t refund money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary, Ms R fell victim to an in... (3 pages)View decision -
Decision Reference DRN-4461834
6 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4461834 The complaint Miss G complains about Monzo Bank Ltd’s handling of her flexible payments towards an outstanding debt. She said she was told she could make smaller payments, but this wasn’t put in place by Monzo due to its lack of contact and action. What happened Miss G complain... (3 pages)View decision -
Decision Reference DRN-4344708
5 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4344708 The complaint Mr JN complains that Monzo Bank Ltd rejected his chargeback claim. What happened In January 2023 Mr JN purchased goods online from a merchant and paid using his Monzo card. Mr JN received an order confirmation but didn’t receive any information about delivery of t... (2 pages)View decision -
Decision Reference DRN-4480159
4 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4480159 The complaint Mr S is unhappy Monzo Bank Ltd (Monzo) refused to refund him for a transaction on his account he says he didn’t make. What happened Mr S says he was not responsible for making a transaction on his account on 15 April 2023 for £896.35 (20,000 Mexican Peso). Monzo s... (2 pages)View decision -
Decision Reference DRN-4372682
4 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4372682 The complaint Mrs G complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse her after she was the victim of a scam. What happened Mrs G is represented in this case but for ease I’ll refer to Mrs G throughout this decision. Mrs G received a message from someone who said they wer... (4 pages)View decision -
Decision Reference DRN-4349798
1 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4349798 The complaint Mrs S complains about Monzo Bank Ltd. She says that Monzo didn’t do enough to protect her when she became the victim of a scam and would like Monzo to refund her the money she has lost. What happened Mrs S’s husband was approached via WhatsApp by a supposed recrui... (3 pages)View decision
