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 1858 results
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Decision Reference DRN-4957886
23 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4957886 The complaint Mr A complains that Monzo Bank Ltd did not help him when he was the victim of a scam. What happened Mr A fell victim to a scam when he was contacted by an individual on a messaging platform. The individual said they had an investment opportunity Mr A could mak... (2 pages)View decision -
Decision Reference DRN-5225905
20 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5225905 The complaint Mr J complains Monzo Bank Ltd (“Monzo”) wouldn’t refund, or query, a transaction debited from his account from a betting company. He also complains that Monzo closed his account. What happened In February 2023, Mr J was paid the winnings of two separate bets he... (7 pages)View decision -
Decision Reference DRN-5225664
20 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5225664 The complaint Mr C complains about the service he received from Monzo when it applied a block to his account following an attempt by him to make a payment of £3,000 to a friend. In particular, Mr C is unhappy about the amount of time his account was blocked and the service h... (4 pages)View decision -
Decision Reference DRN-5173508
20 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5173508 The complaint Mr V has complained that Monzo Bank Ltd (“Monzo”) upgraded his fee-free account to a fee- paying packaged Premium account, without his consent. What happened Mr V opened a fee-free current account with Monzo on 31 March 2024. Mr V’s account was then upgraded to... (4 pages)View decision -
Decision Reference DRN-5141333
20 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5141333 The complaint T a limited company complains Monzo Bank Ltd unfairly blocked its business account. T is represented by Mr S, a director or T. What happened T held a business account with Monzo. On 6 June 2023 to 11 July 2023 T’s account was blocked. The account had a balanc... (3 pages)View decision -
Decision Reference DRN-5218611
19 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5218611 The complaint Mr O complains that Monzo Bank Ltd (Monzo) won’t refund the money he lost to a scam. Mr O has used a professional representative to bring this complaint to our service and they have made submissions on his behalf. For consistency, I’ll refer to Mr O throughout... (6 pages)View decision -
Decision Reference DRN-5198228
19 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5198228 The complaint Mrs D complains that Monzo Bank Ltd unfairly registered a marker about her at Cifas, the national fraud database. What happened Mrs D had an account with Monzo. Between February and March 2024 several payments, totalling just under £10,500 were made into Mrs D... (4 pages)View decision -
Decision Reference DRN-4716729
19 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4716729 The complaint Mrs N complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties so I won’t repeat it all in detail here. But in ... (6 pages)View decision -
Decision Reference DRN-5130411
19 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5130411 The complaint Miss E complains Monzo Bank Ltd unfairly closed her accounts and recorded a default on her credit file. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Miss E held two accounts with ... (4 pages)View decision -
Decision Reference DRN-5094339
18 Dec 2024 Monzo Bank Ltd Not upheldConsumer CreditDRN-5094339 The complaint Mr A complains that Monzo Bank Ltd treated him unfairly by defaulting his current account. What happened On 1 October 2023, Monzo emailed Mr A to say it had decided to close his current account on 2 December 2023. On 28 November 2023, Monzo sent Mr A a message ... (4 pages)View decision
