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 1715 results
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Decision Reference DRN-4971089
7 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4971089 The complaint Mr P complains Monzo Bank Ltd (“Monzo”) closed his account, communicated poorly with him about not increasing his transfer limit, and how it handled his complaint. Mr P says Monzo’s actions have caused him substantive distress and inconvenience. To put things r... (5 pages)View decision -
Decision Reference DRN-4975449
6 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4975449 The complaint Mr W complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In May 2023, Mr W received messages through a social media network from someone who said they were a well-known actor. And as Mr W thought he had ... (4 pages)View decision -
Decision Reference DRN-4928860
5 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4928860 The complaint Mr M complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost as a result. What happened Mr M received an unsolicited message from an individua... (3 pages)View decision -
Decision Reference DRN-4917009
5 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4917009 The complaint Ms I complains about the service she received from Monzo Bank Ltd. What happened Monzo sent Ms I her debit and credit cards through the post. But when Ms I received them, she says the cards had been sent in a flimsy serrated packaging which had been opened. Ms... (3 pages)View decision -
Decision Reference DRN-4696791
4 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4696791 The complaint Miss W complains Monzo Bank Ltd have refused to refund over 50 payments made via her Monzo Flex account. She also complains having cancelled her metal Monzo Premium payment card because of these transactions, Monzo charged her £50 for a replacement card. What ... (3 pages)View decision -
Decision Reference DRN-5003347
4 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5003347 The complaint Mr H complains that Monzo Bank Ltd (“Monzo”) acted irresponsibly by providing him with an overdraft facility he says he couldn’t afford. What happened Mr H was given an overdraft with his Monzo account in April 2022. The overdraft limit was £150. Mr H complai... (3 pages)View decision -
Decision Reference DRN-4894073
4 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4894073 The complaint Miss E has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened In autumn 2023, Miss E was cold-contacted by scammers offering her an online job. The job was entirely remote, with flexible hours, performin... (4 pages)View decision -
Decision Reference DRN-4700410
3 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4700410 The complaint Mr G complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by two investment scams, or to help him recover the money once he’d reported the scams to it. What happened The detailed background to this complaint is well know... (5 pages)View decision -
Decision Reference DRN-4977595
3 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4977595 The complaint Mr B complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he became the victim of a scam and would like Monzo to refund him the money he has lost. What happened Mr B was introduced by a friend to an investment opportunity in... (5 pages)View decision -
Decision Reference DRN-4933382
2 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4933382 The complaint Mr B complains that Monzo Bank Ltd (‘Monzo’) froze and then closed his current account. What happened Mr B had a current account provided by Monzo. In January 2023 Mr B reported to Monzo that he’d been scammed by a person offering to build him a discounted PC. ... (5 pages)View decision
