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-2712422
4 May 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2712422 The complaint Mr H is unhappy because Monzo Bank Ltd trading as Monzo (Monzo) didn’t reimburse the money he lost after paying for an item he did not receive. What happened Mr H says he saw an advertisement for an iPhone 11 Pro Max on a well-known online marketplace. The advert ... (5 pages)View decision -
Decision Reference DRN-2705195
27 Apr 2021 Monzo Bank Ltd UpheldBanking and PaymentsDRN-2705195 The complaint Ms B complains that Monzo Bank Ltd didn’t explain what it was doing to deal with her disputed payment. What happened Ms B ordered goods on 2 May 2020 and didn’t receive them. She raised a dispute with Monzo. It told her it needed evidence she had contacted the mer... (2 pages)View decision -
Decision Reference DRN-2538127
26 Apr 2021 Monzo Bank Ltd UpheldBanking and PaymentsDRN-2538127 The complaint Mr J is complaining that Monzo Bank Ltd won’t refund transactions he didn’t authorise. The full details of this complaint are well known to both parties so I won’t repeat them again here. Instead I’ll recap the key points and focus on giving the reasons for my dec... (2 pages)View decision -
Decision Reference DRN-2771239
22 Apr 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2771239 The complaint Mr C complains that Monzo Bank Ltd hasn’t paid him for all the people he referred to the bank as part of its promotional referral scheme. What happened In 2019, Monzo ran a referral scheme intended to reward existing customers for signing up their friends and fami... (4 pages)View decision -
Decision Reference DRN-2630272
16 Apr 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2630272 The complaint Mr A complains that Monzo Bank Ltd won’t refund payments he didn’t authorise from his account. What happened Mr A reported payments from his business account as fraudulent to Monzo. These were made through a mobile payment service (‘Apple Pay’) on his phone. Three... (3 pages)View decision -
Decision Reference DRN-2519236
14 Apr 2021 Monzo Bank Ltd UpheldBanking and PaymentsDRN-2519236 The complaint Mr A complains that Monzo Bank Ltd closed his bank account. He’s also unhappy about how long it took Monzo to return money in his account to him. He says this caused him trouble and upset. And he wants Monzo to pay him compensation. What happened Mr A opened an ac... (2 pages)View decision -
Decision Reference DRN-2687035
9 Apr 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2687035 The complaint Mr C is unhappy that Monzo Bank Limited (“Monzo”) asked him to confirm his tax residency. What happened In mid December 2020, Monzo sent Mr C an email, which explained that it needed him to confirm his tax residency. Mr C told Monzo that he wasn’t happy to click t... (2 pages)View decision -
Decision Reference DRN-2658319
7 Apr 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2658319 The complaint Mr B complains that Monzo Bank Ltd hasn’t raised a dispute with an Automated Teller Machine (ATM) provider and complains that they haven’t investigated the circumstances adequately. What happened Mr B was abroad and wanted to withdraw 100 euros from an ATM using h... (3 pages)View decision -
Decision Reference DRN-2521325
1 Apr 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2521325 The complaint Mr L complains that Monzo Bank Ltd blocked and then closed his bank account. What happened Mr L had an account with Monzo. Monzo decided to review how Mr L was operating his account. Whilst it conducted its review the bank blocked Mr L’s account. The bank released... (2 pages)View decision -
Decision Reference DRN-2361685
24 Mar 2021 Monzo Bank Ltd UpheldBanking and PaymentsDRN-2361685 The complaint Mr C’s unhappy Monzo Bank Ltd incorrectly told him it could raise a chargeback dispute regarding a faster payment he’d instructed. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts aren’t in di... (2 pages)View decision
