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-2691751
3 Sep 2021 Monzo Bank Ltd UpheldConsumer CreditDRN-2691751 The complaint Miss P complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened Miss P received a phone call from someone claiming to be from Monzo, but who we now know to be a scammer. She was told there had been fraudulent a... (3 pages)View decision -
Decision Reference DRN-2933317
31 Aug 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2933317 The complaint Mr M complains that Monzo Bank Ltd won’t refund a disputed transaction made from his account. What happened Mr M has an account with Monzo. On 4 June 2020 Mr M noticed that someone had transferred £250 from his account to the account of a third party I will refer ... (2 pages)View decision -
Decision Reference DRN-2949785
16 Aug 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2949785 The complaint Mr W complained about Monzo Bank Ltd. He said it had blocked his card, and had allowed an online retailer to take duplicate payments even after he’d cancelled them. What happened On 11 August 2020, Mr W complained to Monzo using its chat facility. He told Monzo th... (3 pages)View decision -
Decision Reference DRN-2820350
10 Aug 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2820350 The complaint Miss S complains that Monzo Bank Ltd (“Monzo”) refused to refund a transaction taken from her account that she didn’t authorise. What happened Miss S was expecting to receive the funds as a result of a home business she’d started during lockdown. She’d received a ... (3 pages)View decision -
Decision Reference DRN-2907331
30 Jul 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2907331 The complaint Mr P is unhappy that Monzo Bank Ltd couldn’t recover money that he’d accidentally transferred to an incorrect recipient. What happened Mr P made three payments on consecutive days from his Monzo account totalling £290. Unfortunately, Mr P inputted the incorrect ac... (2 pages)View decision -
Decision Reference DRN-2906763
20 Jul 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2906763 The complaint Miss K complains Monzo Bank Ltd (“Monzo”) won’t refund her a transaction she disputes to having made. What happened In October 2020, a payment of £5 was debited from Miss K’s Monzo account. This transaction was made to a charity organisation. Later, that same day,... (3 pages)View decision -
Decision Reference DRN-2925863
16 Jul 2021 Monzo Bank Ltd UpheldBanking and PaymentsDRN-2925863 The complaint Mr H complains that Monzo Bank Ltd won’t remove a linked address from his credit file. What happened Mr H opened his Monzo account using its mobile app in July 2019. When completing the application Mr H gave an address for Monzo to register his account. Monzo sen... (2 pages)View decision -
Decision Reference DRN-2703935
15 Jul 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2703935 The complaint Miss G complains that Monzo Bank Ltd (“Monzo”) is holding her liable for transactions which she says she didn’t make or otherwise authorise. What happened The circumstances of this complaint are well known to both parties, so I won’t repeat them all again here in ... (3 pages)View decision -
Decision Reference DRN-2836070
8 Jul 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2836070 The complaint Mr M is unhappy with how Monzo Bank Ltd (“Monzo”) have handled his complaint about being the victim of fraud. What happened Mr M says that he was subject to blackmail and threats between late 2018 and June 2019, and due to this he gave his account details and card... (4 pages)View decision -
Decision Reference DRN-2851428
1 Jul 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2851428 The complaint Ms W complains that Monzo Bank Ltd rejected her application to open a bank account. She’s also unhappy they’ve refused to tell her the reasons why and with the service she received. What happened In September 2020 Ms W applied for a bank account with Monzo, but he... (3 pages)View decision
