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-3228037
10 Jan 2022 Monzo Bank Ltd Not upheldConsumer CreditDRN-3228037 The complaint Mr S complains about the information given to him by Monzo Bank Ltd when he requested a Covid payment holiday. What happened In March 2020 Mr S contacted Monzo as he had been told to self-isolate for three months and was concerned about how he would pay his loan. ... (2 pages)View decision -
Decision Reference DRN-3235926
5 Jan 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3235926 The complaint Miss S complains that Monzo Bank Ltd won’t refund money she lost when she was the victim of a scam. What happened I sent Miss S and Monzo a provisional decision on 1 December 2021 to explain why I wasn’t intending to uphold this complaint. An extract from my provi... (4 pages)View decision -
Decision Reference DRN-3230446
4 Jan 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3230446 The complaint Mr S complains that Monzo Bank Ltd failed to refund several transactions that he didn’t recognise. What happened Mr S has explained that he’d received a message from Monzo that another device was registered with his account and there was an unknown transaction. Af... (3 pages)View decision -
Decision Reference DRN-3080885
22 Dec 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3080885 The complaint Mr S complains that Monzo Bank Ltd failed to refund several transactions he didn’t recognise. What happened Mr S was working abroad and contacted Monzo to report that he’d made several errors when sending payments to different merchants who transfer money. Mr S ex... (4 pages)View decision -
Decision Reference DRN-3188722
20 Dec 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3188722 The complaint Mr A complains about Monzo Bank Ltd’s decision to close his account. What happened In December 2020, Mr A opened an account with Monzo and let somebody else use it. A few days later, Monzo closed the account immediately. Mr A complained to Monzo. Monzo responded t... (2 pages)View decision -
Decision Reference DRN-3068417
17 Dec 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3068417 The complaint Mr I complains that Monzo Bank Ltd failed to refund several transactions that he disputed making. What happened Mr I told our service that he was parking his car and was approached by two men who purported to be traffic wardens. They told him that he needed to buy... (4 pages)View decision -
Decision Reference DRN-3110487
17 Dec 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3110487 The complaint Mr J complains that Monzo Bank Ltd (“Monzo”) is holding him liable for a loan he approved when he fell victim to a scam. What happened The details of this complaint are well known to both parties, so I’ve only provided a summary. In November 2019, Mr J approved a ... (3 pages)View decision -
Decision Reference DRN-3155578
16 Dec 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3155578 The complaint Mr A is unhappy Monzo Bank Ltd (“Monzo”) hasn’t refunded him the money he lost after falling victim to an authorised push payment (“APP”), social media, investment scam. What happened The details of this case have been clearly set out by our Investigator. As such,... (5 pages)View decision -
Decision Reference DRN-3137790
10 Dec 2021 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3137790 The complaint Miss K, on behalf of her business (“Business T”), is unhappy Monzo Bank Ltd (“Monzo”) hasn’t refunded her the money she lost after falling victim to an authorised push payment (“APP”) impersonation scam. What happened The details of this case have been clearly set... (6 pages)View decision -
Decision Reference DRN-2917106
9 Dec 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2917106 The complaint Mr W has complained that Monzo Bank Ltd (“Monzo”) are unable to provide him with a Plus or Premium account. What happened Mr W was in a repayment plan for a personal loan, he completed this plan and moved to paying normal monthly repayments on the loan. Monzo has ... (2 pages)View decision
