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-3683691
5 Oct 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3683691 The complaint Mr L complains that Monzo Bank Ltd closed his account without notice. He would like his account reinstated or compensation for the inconvenience. What happened Mr L had an account with Monzo. Monzo carried out a review of Mr L’s account and following this in 16 Ma... (2 pages)View decision -
Decision Reference DRN-3611959
5 Oct 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3611959 The complaint Mr S complains that Monzo Bank Ltd have unfairly registered a default on his credit file. What happened Mr S had a payment holiday on his Monzo account during the pandemic, having lost his job. He then started a new job, however, this resulted in a lower pay than ... (3 pages)View decision -
Decision Reference DRN-3722723
5 Oct 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3722723 Complaint Miss J is unhappy that Monzo Bank Ltd (“Monzo”) closed her account and registered a fraud prevention marker against her. Background In April 2021, Miss J’s account received a payment of £816.80. £600 of these funds were immediately transferred to a third party and the... (3 pages)View decision -
Decision Reference DRN-3565988
30 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3565988 The complaint Mr P complains that Monzo Bank Ltd (“Monzo”) have failed to refund £4,000 he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. In summary, Mr P was scammed in... (3 pages)View decision -
Decision Reference DRN-3497566
30 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3497566 The complaint Miss C complains Monzo Bank Ltd didn’t reimburse the money she lost when he was tricked into paying for an item she did not receive. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them in detail here. But briefly, bot... (3 pages)View decision -
Decision Reference DRN-3588663
29 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3588663 The complaint Mr Y complains Monzo Bank Ltd didn’t reimburse the money he lost when he was tricked into paying for an item he did not receive. What happened Both parties accept that Mr Y was the victim of a scam after he made a faster payment of £1,230. He made this payment for... (4 pages)View decision -
Decision Reference DRN-3482665
28 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3482665 The complaint Mrs A is unhappy because Monzo Bank Ltd (“Monzo”) declined to refund £2,750 which she lost as the result of a scam. What happened The details of the complaint are well known to both parties, so I won’t go into every detail of what happened here. But in summary, bo... (6 pages)View decision -
Decision Reference DRN-3667015
28 Sep 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3667015 The complaint Mr C complains Monzo Bank Ltd (“Monzo”) refuse to refund him two transactions he didn’t authorise. What happened In February 2022, just before midday, two transactions amounting to £900 were made from Mr C’s account to the same retailer. The transactions were both... (4 pages)View decision -
Decision Reference DRN-3616002
27 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3616002 The complaint Miss A is unhappy that Monzo Bank Ltd won’t refund the money she lost after she fell victim to a 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 on the submissions of both pa... (3 pages)View decision -
Decision Reference DRN-3635589
27 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3635589 The complaint Miss F complains that Monzo Bank Ltd did not reimburse the money she transferred to a fraudster. What happened Miss F has been the victim of two social media investment scams. The first one happened on 26 May 2021 when Miss F received a request to follow a lady wh... (5 pages)View decision
