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-2847456
29 Jun 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2847456 The complaint Mr W complains of poor customer service when he tried to raise a chargeback with Monzo Bank Ltd. What happened Mr W requested £50 cashback when he paid for his supermarket shopping, however, he says he never received the cashback. He asked Monzo to raise a chargeb... (2 pages)View decision -
Decision Reference DRN-2846957
24 Jun 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2846957 The complaint Mr B complains Monzo Bank Ltd (“Monzo”) didn’t set up a direct debit correctly when he switched his current account to it. He’s also unhappy it reinstated a cancelled direct debit when he hadn’t instructed it to. Mr B also complains about the service he received f... (2 pages)View decision -
Decision Reference DRN-2722476
24 Jun 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2722476 The complaint Mr C’s complaint concerns a disputed direct debit payment on his account. He feels Monzo Bank Ltd hasn’t honoured the direct debit guarantee. What happened In December 2019 Mr C contacted Monzo to say he didn’t recognise a direct debit payment on his account. The ... (3 pages)View decision -
Decision Reference DRN-2825415
23 Jun 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2825415 The complaint Mr C complains that Monzo Bank Ltd trading as Monzo (Monzo) lost the money he transferred to his account. What happened In July 2019, Mr C applied for an account with Monzo. He was placed on its waiting list. In September 2019, his account was opened by Monzo. In ... (2 pages)View decision -
Decision Reference DRN-2859647
22 Jun 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2859647 The complaint Miss L is unhappy because Monzo Bank Ltd (Monzo) did not reimburse the money she transferred to a fraudster. What happened Miss L says that she invested in Forex trading some years ago when she invested £100 and received a return of around £1,000 a few days to a w... (4 pages)View decision -
Decision Reference DRN-2844667
14 Jun 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2844667 The complaint Mr A complains that Monzo Bank Ltd won’t refund disputed transactions he says he didn’t make or authorise. What happened Mr A had an account with Monzo. Between 12 September 2019 and 19 November 2019, a series of transactions were made from Mr A’s account to a rid... (4 pages)View decision -
Decision Reference DRN-2825874
11 Jun 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2825874 The complaint Mr B complains that Monzo Bank Ltd won’t refund money he says he didn’t receive when he tried to make a cash withdrawal. What happened Mr B says he tried to withdraw £250 on 26 June 2020. But the cash machine only made a noise and didn’t give him any money. He rai... (2 pages)View decision -
Decision Reference DRN-2852969
11 Jun 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2852969 The complaint Ms W complains about the decision taken by Monzo Bank Ltd (“Monzo”) to block a card linked to her current account. What happened In March 2020 Ms W contacted Monzo with some concerns she had about £7.90 debited to her current account on 14 February 2020. Being una... (2 pages)View decision -
Decision Reference DRN-2869529
11 Jun 2021 Monzo Bank Ltd UpheldConsumer CreditDRN-2869529 The complaint Mr W took out a loan with Monzo Bank Ltd (“Monzo”) in July 2019. He says that Monzo lent to him irresponsibly. He has since struggled to make the monthly repayments. What happened Mr W says that he applied for a £15,000 loan as he wanted to consolidate other lend... (6 pages)View decision -
Decision Reference DRN-2417648
9 Jun 2021 Monzo Bank Ltd UpheldBanking and PaymentsDRN-2417648 The complaint Mrs P has complained Monzo Bank Ltd won’t refund money she paid to a fraudster. What happened During the first national period of lockdown in 2020 Mrs P was considering buying a pet. She researched availability on a well-known website selling pets. After making co... (2 pages)View decision
