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-3520706
23 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3520706 The complaint Miss O complains that Monzo Bank Ltd (Monzo) treated her poorly when dealing with a transaction she had asked to be reversed. What happened On 21 July 2021, Miss O’s car was clamped by a bailiff, and in order to release it she needed to make a payment to a company... (3 pages)View decision -
Decision Reference DRN-3676037
23 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3676037 The complaint Mr D complains that Monzo Bank Ltd won’t refund money he lost as a result of a scam. What happened Mr D received a message on a popular messaging application. It didn’t come from one of Mr D’s contacts. The sender suggested that they did know Mr D and were providi... (3 pages)View decision -
Decision Reference DRN-3664226
23 Sep 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3664226 The complaint Ms C complains Monzo Bank Ltd (Monzo) won’t refund her for a payment she didn’t make. What happened Ms C noticed a transaction on her statement she didn’t recognise. The transaction was to a retail store on 9 March 2022 for less than £30. Miss C contacted Monzo an... (2 pages)View decision -
Decision Reference DRN-3630773
22 Sep 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3630773 The complaint Mr H complains that Monzo Bank Ltd has refused to refund payments he says he didn’t authorise. What happened Mr H says he was with some friends, and showed one of them how he used his Monzo account to top up his online gambling account with money from his current ... (2 pages)View decision -
Decision Reference DRN-3713255
22 Sep 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3713255 The complaint Mr W is unhappy that Monzo Bank Ltd won’t refund him for two transactions he says he didn’t authorise. What happened On 27 September 2021, Mr W transferred £30 into his current account intending to use these funds in a supermarket. He says that he visited the supe... (2 pages)View decision -
Decision Reference DRN-3711898
21 Sep 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3711898 The complaint Mr A complains that Monzo Bank Ltd (‘Monzo’) won’t refund the £1,500 he lost after falling victim to a scam. What happened I issued a provisional decision in early September 2022 to explain why I thought Mr A’s complaint should not be upheld. And I said I’d consid... (4 pages)View decision -
Decision Reference DRN-3619197
20 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3619197 The complaint Mr A complains that Monzo Bank Ltd are holding him liable for a transaction he says he didn’t authorise. What happened In November 2021, Mr A’s Monzo card was used to make a purchase which Mr A says he didn’t authorise. The transaction was made using Apple Pay on ... (3 pages)View decision -
Decision Reference DRN-2941140
16 Sep 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2941140 The complaint Mr A is unhappy that Monzo Bank Ltd (“Monzo”) didn’t do more to help him after he was the victim of a scam. What happened Mr A has an account with Monzo. In May 2020, he decided to invest his money using the services of someone who had approached him on a social m... (4 pages)View decision -
Decision Reference DRN-3706072
16 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3706072 The complaint Mr L complains that Monzo Bank Ltd closed his account without notice. He’s like compensation for the distress. What happened Mr L held several current accounts with Monzo. In November 2020 he found that the accounts had been blocked. He contacted Monzo through the... (3 pages)View decision -
Decision Reference DRN-3678796
14 Sep 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3678796 The complaint Mr H complains Monzo Bank Ltd closed his account unfairly. They had previously given him two months’ notice that his account would close, but they changed their mind and closed his account immediately. He says this caused him severe distress, inconvenience, and fi... (2 pages)View decision
