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 1868 results
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Decision Reference DRN-5296571
30 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5296571 The complaint Mr C complains that Monzo Bank Ltd (Monzo) won’t refund money he paid to an investment. What happened What Mr C says: Mr C was looking at ways to invest money and he was recommended to look at an investment firm (which I will call firm X) by a friend. His frien... (7 pages)View decision -
Decision Reference DRN-5296343
30 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5296343 The complaint Mr A complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded him the money he lost in a scam. What happened I’m not going to cover all the points raised in detail. The view of 8 October 2024 covered the details of Mr A’s testimony and timeline of the transacti... (5 pages)View decision -
Decision Reference DRN-5212106
30 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5212106 The complaint Miss R complains that her Monzo Bank Ltd debit card didn’t work during August 2024 and September 2024. She says she had to transfer funds to her her savings account as a result. What happened Miss R says she had been experiencing issues with her debit card from... (3 pages)View decision -
Decision Reference DRN-5017778
30 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5017778 The complaint Mr H says Monzo Bank Ltd, “Monzo”, didn’t protect his account and failed to stop transactions which it should’ve blocked. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail. In summary, Mr H is complaining abou... (3 pages)View decision -
Decision Reference DRN-5271762
28 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5271762 The complaint Mr A is unhappy with the service he received from Monzo Bank Ltd surrounding a payment that he made. What happened Mr A has a credit account with Monzo. In May 2024, Mr A contacted Monzo and explained that he was experiencing mental health issues which had impa... (3 pages)View decision -
Decision Reference DRN-5215394
28 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5215394 The complaint Mr J complains Monzo Bank Ltd (“Monzo”) had an outage on their App which meant it took a long time for a payment he’d made into his account to be reflected and he’s suffered loss as a result of this. What happened On 13 August 2024 there was a temporary App out... (2 pages)View decision -
Decision Reference DRN-4922898
28 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4922898 The complaint Mr R complained because Monzo Bank Ltd refused to refund him for multiple payments abroad, which he said he didn’t authorise. What happened On 6 March 2024, a new token, for a mobile payment service, was set up on Mr R’s Monzo account. To do this, the person s... (4 pages)View decision -
Decision Reference DRN-5287692
27 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5287692 The complaint Mrs M complains that Monzo Bank Ltd (Monzo) won’t refund money she lost in an investment scam. What happened What Mrs M says: Mrs M saw an advert on Instagram for someone selling an online business course. She signed up to it, and at first it covered learning a... (5 pages)View decision -
Decision Reference DRN-5258407
24 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5258407 Complaint Mr Y has complained about a flex credit card which Monzo Bank Ltd (“Monzo”) provided to him. He says the credit card shouldn’t have been provided given what he already owed. Background Mr Y has also complained about Monzo’s decision to provide him with an overdraf... (3 pages)View decision -
Decision Reference DRN-4996866
23 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4996866 The complaint Mr R is unhappy that Monzo Bank Ltd won’t reimburse him a payment that he made to a merchant for a service he didn’t receive. What happened Mr R made a payment of £1,877.92 to a gambling company from his Monzo account. Mr R didn’t receive any form of service fr... (3 pages)View decision
