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-5124887
13 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5124887 The complaint Mr M has complained Monzo Bank Ltd won’t refund him for disputed transactions he didn’t make. What happened In September 2022 Mr M noticed many transactions on his Monzo account he didn’t recognise or believed he couldn’t have made. He’d recently been committed... (3 pages)View decision -
Decision Reference DRN-4423484
10 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4423484 The complaint Mr T has complained that Monzo Bank Ltd won’t refund transactions he says he didn’t make or otherwise authorise. Mr T is also unhappy Monzo closed his account. What happened Mr T had a current account with Monzo. Mr T is unhappy Monzo have not refunded him f... (5 pages)View decision -
Decision Reference DRN-5046980
8 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5046980 The complaint Mr C complains that Monzo Bank Limited blocked and closed his account without good reason and without proper assessment. He complains too that Monzo held onto the funds in the account and about the way in which it handled a data subject access request. What hap... (3 pages)View decision -
Decision Reference DRN-5225457
8 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5225457 The complaint Miss K complains Monzo Bank Ltd (Monzo) refuses to refund her for transactions on her account she says she didn’t authorise. What happened The facts of this case are well known, so I won’t repeat them in detail. In summary, Miss K contacted Monzo on 10 June 202... (2 pages)View decision -
Decision Reference DRN-5034513
8 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5034513 The complaint Mrs U complains that Monzo Bank Ltd didn’t initiate chargebacks on some transactions she made which turned out to be scams. What happened The circumstances surrounding this complaint are well known to the parties, so I’ll briefly summarise what I consider to b... (2 pages)View decision -
Decision Reference DRN-4975706
8 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4975706 The complaint Ms Z complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost when she fell victim to a scam. What happened Ms Z says that in March 2023 she met a man on a dating site who said that he could help her to earn money by investing in cryptocurrency.... (5 pages)View decision -
Decision Reference DRN-5007955
6 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5007955 The complaint Mrs K complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded her the money she lost in a scam. What happened I’m not going to cover all the points raised in detail. The view of 16 August 2024 covered the details of Mrs K’s testimony. But briefly Mrs K says sh... (5 pages)View decision -
Decision Reference DRN-5123603
6 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5123603 The complaint Mr H has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In March 2023 Mr H closed his account with Monzo after receiving a credit of £140 and transferring this out. Monzo then lodged a f... (2 pages)View decision -
Decision Reference DRN-5195800
6 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5195800 The complaint Mr M complained about the service provided by Monzo Bank Ltd (‘Monzo’) in relation to a transfer he wanted to make from his Monzo account to his account held with another bank. What happened Mr M attempted to transfer £5,000 from his Monzo account, using Monzo... (4 pages)View decision -
Decision Reference DRN-4769815
3 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4769815 The complaint Mrs K has complained that Monzo Bank Limited (“Monzo”) failed to protect her from falling victim to a cryptocurrency-related investment scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But... (5 pages)View decision
