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 2152 results
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Decision Reference DRN-3728114
1 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3728114 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-3938014
1 Feb 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3938014 The complaint Mr P complains that Monzo Bank Ltd didn’t provide the service it should have when he tried to switch his account. What happened Mr P made two requests to switch his account through the Current Account Switch Service (CASS). He received messages from Monzo Bank say... (3 pages)View decision -
Decision Reference DRN-3927626
31 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3927626 The complaint Mr C complains that Monzo Bank Ltd (Monzo) won’t refund a transaction on his account which he didn’t make. What happened The details of this complaint are well known to both parties. So rather than repeat them all again here, I’ll briefly summarise the key points.... (4 pages)View decision -
Decision Reference DRN-3933573
31 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3933573 The complaint Mrs S 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 deci... (2 pages)View decision -
Decision Reference DRN-3823397
31 Jan 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3823397 The complaint Miss P complains that Monzo Bank Ltd won’t reimburse her for funds she sent to an investment scam. What happened Miss P was contacted by someone on social media about an investment opportunity. She said she was interested and they began messaging. She used a genui... (2 pages)View decision -
Decision Reference DRN-3830735
31 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3830735 The complaint Miss C complains that Monzo Bank Ltd (Monzo) won’t refund a transaction on her account which she didn’t make. What happened The details of this complaint are well known to both parties. So rather than repeat them all again here, I’ll briefly summarise the key poin... (3 pages)View decision -
Decision Reference DRN-3812544
30 Jan 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3812544 The complaint Miss I complains that Monzo Bank Ltd won’t refund the money she lost, after she 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 ... (4 pages)View decision -
Decision Reference DRN-3878449
30 Jan 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3878449 The complaint Mr F complains that Monzo Bank Ltd (‘Monzo’) won’t refund card payments he says he didn’t make or authorise and with its decision to close his account. What happened In April 2022 Mr F called Monzo in respect of three disputed transactions. He was directed to Monz... (3 pages)View decision -
Decision Reference DRN-3776743
30 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3776743 The complaint Mr R complains that Monzo Bank Ltd did not contact a third party on his behalf to help retrieve a payment. What happened In November 2021, Mr R made an international payment from his Monzo account. In February 2022, Mr R contacted Monzo and explained he was having... (3 pages)View decision -
Decision Reference DRN-3835661
27 Jan 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3835661 The complaint Mr B complains Monzo Bank Ltd (“Monzo”) unfairly applied a CIFAS fraud marker against him and closed his account. What happened In June 2021, Monzo restricted Mr B’s account as it had concerns about some of the activity on it. Following a review, Monzo decided to ... (4 pages)View decision
