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-4434560
16 Nov 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4434560 The complaint Ms P complains Monzo Bank Ltd allowed an unauthorised transaction to leave her account and didn’t recover it when she disputed it. Ms P also complains about the way she was spoken to by an agent. What happened Ms P has an account with Monzo. Ms P says she signed u... (2 pages)View decision -
Decision Reference DRN-4238887
16 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4238887 The complaint Miss P complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In May 2022, Miss P was looking to buy a car and saw one she was interested in listed for sale on an online auction website. She contacted the sel... (5 pages)View decision -
Decision Reference DRN-4344185
15 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4344185 The complaint Mr E has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened Mr E is represented in this complaint by a solicitor, for simplicity I will refer to Mr E throughout this decision, even when referencing what is r... (3 pages)View decision -
Decision Reference DRN-4185091
14 Nov 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4185091 The complaint Mr C complains that Monzo Bank Ltd didn’t do enough to protect him when he was the victim of a crypto investment scam. Mr C is being supported by a representative, but for ease, I’ll refer to Mr C throughout this decision. What I’ve decided – and why I’ve consider... (3 pages)View decision -
Decision Reference DRN-4454261
14 Nov 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4454261 The complaint Miss D complains that Monzo Bank Ltd didn’t do enough to protect her against losing money to a scam. Miss D has used a representative to bring her complaint. But for ease of reading, I’ll mostly just refer to Miss D herself rather than the representative. What hap... (3 pages)View decision -
Decision Reference DRN-4233124
13 Nov 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4233124 The complaint Mr C complains that Monzo Bank Ltd allowed his current account to go overdrawn and this resulted in unfair fees and charges, and a default being applied. Mr C says that Monzo Bank Ltd then closed his account. What happened Mr C had booked a flight using his debit ... (3 pages)View decision -
Decision Reference DRN-4311682
10 Nov 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4311682 The complaint Mr B complains that Monzo Bank Ltd has declined to refund transactions that he says he didn’t make or allow anyone else to make. What happened Mr B, a sole trader, has a business account with Monzo. He’s disputing four payments totalling around £5,000 made from th... (2 pages)View decision -
Decision Reference DRN-3974140
10 Nov 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3974140 The complaint Miss Y complains that Monzo Bank Ltd failed to refund transactions she didn’t recognise. What happened What Miss Y said Miss Y had a friend round who asked to borrow her phone to make a call to her parent and order a taxi. Miss Y believed the original time the pho... (4 pages)View decision -
Decision Reference DRN-4378737
10 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4378737 The complaint Mr H complains that Monzo Bank Ltd won’t refund a number of payments made out of his account, which he says he didn’t make. What happened Between the end of 2021 and the middle of 2022, a number of payments were made from Mr H’s Monzo account which he says he didn... (4 pages)View decision -
Decision Reference DRN-4063253
9 Nov 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4063253 The complaint Mr V complains Monzo Bank Ltd closed his account without a reason. He would like to know the reason and his account reopened. What happened Mr V had an account with Monzo. Mr V received a letter on 11 March 2021 giving him 60 days’ notice to close his account. Mr... (2 pages)View decision
