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-3039964
26 Oct 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3039964 The complaint Mrs M complains that Monzo Bank Ltd won’t refund money lost when she fell victim to a scam. What happened Where the particulars of the complaint are well known to both parties, I won’t detail them again here. Rather, I’ll focus on setting out the reasons for my de... (4 pages)View decision -
Decision Reference DRN-3102423
19 Oct 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3102423 The complaint Miss C complained that Monzo Bank Ltd declined a transaction for £1.00 when she tried to use her card at a petrol station. What happened Miss C has a current account with Monzo. In May 2021, she attempted to purchase fuel for her vehicle using the card issued on h... (3 pages)View decision -
Decision Reference DRN-3016004
19 Oct 2021 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3016004 The complaint Miss R is unhappy because Monzo Bank Ltd (Monzo) didn’t reimburse the money she lost after 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 all here. But briefly, both partie... (3 pages)View decision -
Decision Reference DRN-3103972
18 Oct 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3103972 The complaint Mr M complains that Monzo Bank Ltd won’t refund money he lost, which he believes was the result of a scam. Background Based on the submissions of both parties, I understand the background to be as follows. Mr M has said he saw a sofa set he was interested in buyin... (3 pages)View decision -
Decision Reference DRN-2896401
15 Oct 2021 Monzo Bank Ltd UpheldBanking and PaymentsDRN-2896401 The complaint Miss B complains that Monzo Bank Ltd (“Monzo”) won’t refund £300 she says was retracted by a cash machine (“ATM”). What happened The circumstances of this complaint are well known to both parties, so I won’t repeat them all again here in detail. But I will provid... (3 pages)View decision -
Decision Reference DRN-3054283
5 Oct 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3054283 The complaint Ms A complains that Monzo Bank Ltd won’t refund a payment she didn’t receive from her account. What happened Ms A says she tried to withdraw £200 from her account on 9 December 2020. But the cash machine didn’t dispense the money. And her two further attempts were... (2 pages)View decision -
Decision Reference DRN-3038184
1 Oct 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3038184 Complaint Mr P is unhappy that Monzo Bank Ltd didn’t reimburse him after he told it he’d fallen victim to a scam. Background Mr P has an account with Monzo. In August 2020, he saw an advert for a used car and made enquiries. I understand he met the seller, viewed the car and de... (3 pages)View decision -
Decision Reference DRN-2927060
30 Sep 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2927060 The complaint Mr A complains that Monzo Bank Ltd (Monzo) have acted in a discriminatry way including refusing to reopen a Monzo Plus account, refusing to open a business bank account and closing his bank account. What happened Mr A held a Monzo Plus account. This account is ope... (2 pages)View decision -
Decision Reference DRN-3030262
29 Sep 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3030262 The complaint Mr P complains Monzo Bank Ltd will not refund some disputed transactions. Monzo says the payments were authorised by Mr P. What happened Mr P complained about 104 transactions on his account. A large number of these were made to an online content subscription ser... (4 pages)View decision -
Decision Reference DRN-2884531
28 Sep 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2884531 The complaint Miss L complains that Monzo Bank Ltd (Monzo) allowed her to deposit transactions to a gambling company, despite having a gambling block on her account. What happened In September 2020 Miss L made several payments to a gambling merchant. She complained to Monzo as ... (3 pages)View decision
