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 2125 results
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Decision Reference DRN-4088471
23 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4088471 The complaint Mr D has complained that the gambling block added to his account by Monzo Bank Ltd (“Monzo”) failed to stop gambling transactions from leaving his account. Background Mr D has an account with Monzo. In May 2021 he contacted the bank to make it aware he had a compu... (2 pages)View decision -
Decision Reference DRN-4182754
23 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4182754 The complaint Miss S has complained that Monzo Bank Ltd (“Monzo”) acted irresponsibly by providing her with an overdraft she couldn’t afford. She says Monzo acted unfairly by continuing to apply charges to her account when she was in financial difficulty. What happened Miss S h... (3 pages)View decision -
Decision Reference DRN-3817685
23 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3817685 The complaint Mr M complains that Monzo Bank Ltd won’t refund money he lost as a result of a scam. What happened Mr M says he regularly receives text messages advertising loans and prize draws. He decided to follow a link contained within one of those messages – which claimed h... (3 pages)View decision -
Decision Reference DRN-3976915
22 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3976915 The complaint Miss O complains Monzo Bank Ltd (“Monzo”) closed her account and reported a fraud prevention marker against her. What happened On 4 May 2022 Miss O’s account received a payment of £10,000. All the money was immediately transferred to third parties. Monzo’s interna... (3 pages)View decision -
Decision Reference DRN-4187737
22 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4187737 The complaint Miss W is unhappy that she wasn’t able to make a payment towards her Monzo Bank Ltd (Monzo) flex account. What happened Miss W holds a flex account with Monzo. This allows her to spread the cost of eligible purchases over a three-month interest free instalment pla... (3 pages)View decision -
Decision Reference DRN-4202943
21 Jun 2023 Monzo Bank Ltd UpheldConsumer CreditDRN-4202943 The complaint Mr D complains that Monzo Bank Ltd gave him incorrect information about a breathing space arrangement, which he says he relied on to his detriment. What happened Mr D had a loan account with Monzo Bank. During 2022, it became difficult for him to maintain the mont... (3 pages)View decision -
Decision Reference DRN-4201739
20 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4201739 The complaint Miss S has complained that Monzo Bank Ltd won’t refund transactions she says she didn’t make or otherwise authorise. What happened In early 2022, Miss S’s Monzo mobile banking was used to receive a number of payments from her savings, then send two payments to a n... (5 pages)View decision -
Decision Reference DRN-4037097
20 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4037097 The complaint Mr C complains that Monzo Bank Ltd (Monzo) has refused to refund the money he has lost following him falling victim to a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happened The backgro... (3 pages)View decision -
Decision Reference DRN-3961871
20 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3961871 The complaint Mr F complains that Monzo Bank Ltd provided a poor level of service when he claimed for funds that had been deposited into his closed account. What happened Mr F contacted Monzo around October last year, after funds from a refund were sent to his closed account. M... (2 pages)View decision -
Decision Reference DRN-4160594
19 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4160594 The complaint Mr U complains that Monzo Bank Ltd won’t refund the money he lost after he fell victim to an ‘authorised push payment’ (“APP”) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it all here, But briefly, and based... (3 pages)View decision
