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-3604054
23 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3604054 The complaint Mr S complains that Monzo Bank Ltd has registered a marker at CIFAS the national fraud database. What happened Mr S says he was asked by someone from college to open an account in May 2021. And that he allowed that account to be used by this person and would benef... (3 pages)View decision -
Decision Reference DRN-3649210
23 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3649210 The complaint Ms F complains that Monzo Bank Ltd has treated her unfairly in relation to voice recording for identification purposes and giving her access to her account. What happened I considered this complaint and issued my provisional decision on 27 July 2022. Here’s a copy... (4 pages)View decision -
Decision Reference DRN-3648894
23 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3648894 Complaint Mr M is unhappy that Monzo Bank Ltd (“Monzo”) has refused to reopen his account. Background In April 2022, Mr M notified Monzo that he’d moved to the United States of America (“US”) and as a result wanted to open a US Monzo account. Mr M was told that he couldn’t have... (2 pages)View decision -
Decision Reference DRN-3438367
22 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3438367 The complaint Mr A complains that Monzo Bank Ltd hasn’t reimbursed him for unauthorised payments that were sent from his account. What happened The full details of this complaint are known to both parties, so I won’t repeat them again here. Instead, I’ll recap the key points an... (3 pages)View decision -
Decision Reference DRN-3520900
22 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3520900 The complaint Miss J complains that Monzo Bank Ltd (Monzo) won’t reimburse money she lost when she fell victim to an investment scam. What happened Miss J was looking to learn to trade and – in September 2020 – came across a company called 365CapitalMarkets. She phoned the comp... (5 pages)View decision -
Decision Reference DRN-3546277
19 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3546277 The complaint G, a limited company, complains that Monzo Bank Ltd didn’t make the features of its ‘Plus’ service clear and that it didn’t cancel this on request. What happened G is represented by its director who also has a personal account with Monzo Bank. He says that he want... (2 pages)View decision -
Decision Reference DRN-3557628
18 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3557628 The complaint Ms B complains that Monzo Bank Ltd won’t refund a disputed payment made from her current account. What happened Ms B says that in September 2021 her phone was no longer allowing her to make contactless payments from her Monzo account via Google Pay. So she took st... (2 pages)View decision -
Decision Reference DRN-3463191
17 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3463191 The complaint Mr F complains that Monzo Bank Ltd did not do enough to help him when he fell victim to a scam. What happened Mr F wanted to buy tickets for an international football game. He tried to buy tickets from three separate places. Unfortunately, none of the sales were g... (5 pages)View decision -
Decision Reference DRN-3652652
17 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3652652 The complaint Mr W complains that Monzo Bank Ltd (“Monzo”) didn’t do enough to help him when he fell victim to a scam. What happened In July 2021, Mr W contacted Monzo and said that he’d been scammed. He reported several debit card payments were fraudulent. When asked about wha... (3 pages)View decision -
Decision Reference DRN-3652395
17 Aug 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3652395 The complaint Mr M complains that Monzo Bank Ltd won’t refund two payments he made from his bank account. What’s happened? Mr M says he agreed to purchase seven PlayStations for a price of £2,700 from a trusted seller he had previously successfully transacted with. He says he h... (3 pages)View decision
