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-2826382
9 Jun 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2826382 The complaint Mr L complains that Monzo Bank Ltd blocked and then closed his account. And that it took too long to release his account balance. He says this caused him trouble and upset and he wants the bank to pay him compensation. What happened Mr L had an account with Monzo.... (3 pages)View decision -
Decision Reference DRN-2499320
2 Jun 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2499320 The complaint Miss R complains Monzo Bank Ltd (Monzo) didn’t refund a disputed transaction made using her debit card that she says she didn’t make or otherwise authorise. What happened The detailed background to this complaint is well known to both parties, so I’ll only provide... (3 pages)View decision -
Decision Reference DRN-2792073
1 Jun 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2792073 The complaint Mr J complains that Monzo Bank Ltd won’t refund him transactions he says he didn’t make or authorise. And that the bank didn’t do enough when reported that his account had been used for fraudulent purposes. He’s also unhappy that Monzo closed his account. What hap... (4 pages)View decision -
Decision Reference DRN-2559930
1 Jun 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2559930 The complaint Mr S is unhappy with Monzo Bank Ltd’s decision to close his account. To put things right he’d like around £500 compensation. What happened Mr S held an account with Monzo since 2018. In December 2020 Monzo wrote to Mr S to let him know they’d be closing his accoun... (2 pages)View decision -
Decision Reference DRN-2728516
26 May 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2728516 The complaint Mr J’s complaint about Monzo Bank Ltd (Monzo) relates to a chargeback request he made and which he feels wasn’t handled properly. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. Instead I will focus... (2 pages)View decision -
Decision Reference DRN-2780083
18 May 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2780083 The complaint Mr S complains that Monzo Bank Ltd trading as Monzo merged payment details into one that meant his credit card account was not paid. What happened Mr S says he had two credit card accounts with the same company I will call “N”. He says he set up payment details on... (2 pages)View decision -
Decision Reference DRN-2685157
12 May 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2685157 The complaint Miss Z complains that Monzo Bank Ltd won’t refund her for two payments she made after falling victim to a scam. What happened On 10 October 2019 Miss Z says she received a call, which she thought was from Monzo. She said they told her she would benefit from puttin... (3 pages)View decision -
Decision Reference DRN-2810862
11 May 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2810862 The complaint Miss S is unhappy that Monzo Bank Ltd wouldn’t reimburse her money that she lost because of a scam. What happened In March 2020, Miss S was messaged by someone identifying themselves as her company CEO who asked her to purchase some gift cards on behalf of the bus... (4 pages)View decision -
Decision Reference DRN-2736783
7 May 2021 Monzo Bank Ltd UpheldBanking and PaymentsDRN-2736783 The complaint Mr S complains that Monzo Bank Ltd (Monzo) has unfairly charged him fees for withdrawing cash. And that it hasn’t adequately supported him in light of his vulnerabilities. What happened Mr S holds a bank account with Monzo. In October 2020, it introduced a 3% fee ... (3 pages)View decision -
Decision Reference DRN-2654543
6 May 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2654543 The complaint Mr L complains that he couldn’t operate his Fixed Savings Pot or close his account with Monzo Bank Ltd (Monzo). What happened Mr L opened a Fixed Savings Pot with Monzo in June 2019. Its balance was £500. It matured in June 2020. The funds were transferred to his ... (3 pages)View decision
