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 1735 results
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Decision Reference DRN-5034283
7 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5034283 The complaint Mr L complains that Monzo Bank Ltd didn’t provide the service it should have in regard to a payment he made and then cancelled. What happened Mr L made a payment for a hotel booking. The money left his account and so it looked like the payment had been made but... (2 pages)View decision -
Decision Reference DRN-4797025
4 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4797025 The complaint Miss B complaints that Monzo Bank Ltd won’t reimburse her after she fell victim to a job scam. Miss B is professionally represented in bringing her complaint to our service, but for ease of reference I’ll refer to all submissions as being made by Miss B directl... (4 pages)View decision -
Decision Reference DRN-5004350
3 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5004350 The complaint Ms H says she closed her account with Monzo Bank Ltd (“Monzo”) in September 2023. But Ms H says that she discovered an account was opened in her name April 2024, without her consent or knowledge. What happened On 21 May 2024, Ms H contacted Monzo as she noticed... (3 pages)View decision -
Decision Reference DRN-4858119
1 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4858119 The complaint Mrs B complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of a scam. Mrs B is represented by a firm that I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to som... (6 pages)View decision -
Decision Reference DRN-4998370
1 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4998370 The complaint Mr C is unhappy that Monzo Bank Ltd decided not to refund him after he paid for a vehicle. He says he was the victim of a scam. What happened Mr C says he found an advert for a car on a social media website. The seller claimed to be selling the car on behalf o... (3 pages)View decision -
Decision Reference DRN-4850794
1 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4850794 The complaint Mr M complains that Monzo Bank Ltd (“Monzo”) won’t refund the money he lost as a result of a scam. He’s being represented by solicitors. To keep things simple, I’ll refer to Mr M throughout this decision. What happened The background to this complaint is known ... (6 pages)View decision -
Decision Reference DRN-4669976
1 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4669976 Complaint Miss M has complained about a flex credit card Monzo Bank Limited (“Monzo”) provided to her. She says the credit card was irresponsibly provided to her as it was unaffordable. Background Monzo provided Miss M with a flex credit card with a limit of £2,000.00 in Au... (3 pages)View decision -
Decision Reference DRN-4821488
30 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4821488 The complaint Mr T complains that Monzo Bank Ltd told him it was closing his accounts. But then told him this was a mistake. Monzo offered Mr T compensation. Mr T says Monzo haven’t done enough to put things right. What happened Mr T had a current account and joint account ... (3 pages)View decision -
Decision Reference DRN-5035199
30 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5035199 Complaint H, a limited company, complains that Monzo Bank Ltd didn’t refund it after its director, Miss C, fell victim to a scam. Background In April 2023, Miss C was planning a holiday with friends and looking for accommodation online. After some research, she discovered a ... (3 pages)View decision -
Decision Reference DRN-4722208
30 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4722208 The complaint Miss S is unhappy because Monzo Bank Ltd (“Monzo”) declined to refund £3,125 which she lost as a result of a scam. What happened The details of the complaint are well known to both parties, so I will not go into every detail of what happened here. But in summar... (5 pages)View decision
