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-3705902
9 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3705902 The complaint and what happened Mr M complains, on behalf of C, that Monzo Bank Ltd won’t reimburse payments he didn’t make or otherwise authorise. This decision only concerns C’s losses. Mr M’s personal losses will be dealt with separately. The full details of this complaint a... (2 pages)View decision -
Decision Reference DRN-3888581
9 Feb 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3888581 The complaint Mr J is unhappy with Monzo Bank Ltd’s account closure process. What happened Mr J confirmed to Monzo via the in-app chat on 10 September 2022 that he wanted to close his account due to service issues. This was following a number of days of chat that started with M... (2 pages)View decision -
Decision Reference DRN-3813814
8 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3813814 The complaint Miss T is unhappy that Monzo Bank Ltd won’t refund payments she didn’t make. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons for my dec... (2 pages)View decision -
Decision Reference DRN-3817791
8 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3817791 The complaint Miss W is unhappy Monzo Bank Ltd won’t refund transactions she didn’t make. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons for my deci... (2 pages)View decision -
Decision Reference DRN-3953661
8 Feb 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3953661 The complaint Ms M complains that Monzo Bank Limited won’t refund what she says are unauthorised payments made on her account. Ms M has brought her complaint with the help of a representative. But for ease of reading I’ll ascribe the representative’s comments to Ms M throughout... (3 pages)View decision -
Decision Reference DRN-3936858
8 Feb 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3936858 The complaint Miss F complains that Monzo Bank Limited won’t make any form of refund for a payment made on her debit card account for a holiday. What happened In June 2022 Miss F used her Monzo debit card account to pay £1669.19 to a holiday company for a holiday in July 2022. ... (2 pages)View decision -
Decision Reference DRN-3869691
7 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3869691 The complaint Mr H is unhappy because Monzo Bank Ltd (Monzo) did not reimburse the money he transferred to a fraudster. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, Mr H says he bid for a tractor on a ... (4 pages)View decision -
Decision Reference DRN-3847535
7 Feb 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3847535 The complaint Mr A complains that Monzo Bank Ltd registered a marker at CIFAS, the national fraud database, when it closed his account. What happened Mr A says he has no knowledge of any fraudulent use of his account in January 2021. And that he found out about the marker when ... (4 pages)View decision -
Decision Reference DRN-3924422
3 Feb 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3924422 The complaint Mr R complains that Monzo Bank Ltd hasn’t refunded two payments that were debited from his account. What happened In October 2021, Mr R went on a cruise with a company I’ll call “C”. He says he was asked to provide a payment card which C could place a $100 USD ‘ho... (2 pages)View decision -
Decision Reference DRN-3786411
3 Feb 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3786411 The complaint Mr S is unhappy that Monzo Bank Ltd wont refund him money he says he lost as a result of a fraud. What happened Mr S met a third-party using an online dating platform. Their conversation eventually progressed onto a messaging platform after exchanging numbers and ... (3 pages)View decision
