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-4936545
19 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4936545 The complaint Mr K complains that Monzo Bank Ltd unfairly registered a marker about him at Cifas, the national fraud database. Mr K also complains that Monzo closed his account. What happened Mr K had an account with Monzo, which he opened in 2019. On 14 September 2023, a p... (3 pages)View decision -
Decision Reference DRN-4876791
19 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4876791 The complaint Mr R has complained that Monzo Bank Ltd registered a fraud marker against him. What happened In 2021, Mr R received a few payments of amounts between £100 and £250, which he forwarded onto a friend’s account. Later, the sending banks reported that two of the pa... (3 pages)View decision -
Decision Reference DRN-4973229
19 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4973229 The complaint Miss M complains that Monzo Bank Ltd closed her account and registered a CIFAS marker against her name. What happened Miss M says that, in or around September 2022, her brother asked her to provide him with the details of her Monzo account. She says he explaine... (2 pages)View decision -
Decision Reference DRN-4842903
19 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4842903 The complaint Miss H complains about Monzo Bank Ltd’s decision to register a fraud marker against her. What happened Miss H held an account with Monzo. In May 2022, following a review, Monzo made the decision to close Miss H’s account and registered a Credit Industry Fraud A... (2 pages)View decision -
Decision Reference DRN-4808986
16 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4808986 The complaint Mrs D is unhappy that Monzo Bank Ltd didn’t reimburse her money she lost as a result of falling victim to a fraud. What happened As the circumstances of this complaint are well-known to both parties, I’ve summarised them briefly below. In April 2023, Mrs D was ... (4 pages)View decision -
Decision Reference DRN-4889086
16 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4889086 The complaint E, a business, complains that Monzo Bank Ltd didn’t make clear that E would also need an account with a different business it was partnered with to receive a currency payment. What happened E says it contacted Monzo to ask if it could receive a payment in Polis... (2 pages)View decision -
Decision Reference DRN-4880644
16 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4880644 The complaint Mr L is unhappy that Monzo Bank Ltd applied a Cifas marker against his name. He wants the marker removed. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mr L opened an account with Mo... (3 pages)View decision -
Decision Reference DRN-4743129
15 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4743129 The complaint Miss F complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost when she fell victim to a scam. What happened In early June 2023 Miss F received contact via a messaging app from someone who said they had got her number from a recruitment company.... (8 pages)View decision -
Decision Reference DRN-4964154
15 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4964154 Complaint Mr R has complained that Monzo Bank Ltd (“Monzo”) allowed him to continue using his overdraft when it ought to have been apparent that he was in financial difficulty. Background One of our investigators looked at Mr R’s complaint and thought that Monzo should have... (3 pages)View decision -
Decision Reference DRN-4838622
14 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4838622 The complaint Miss T complains about how Monzo Bank Ltd (Monzo) treated her when she approached them about a gambling issue she had, and a delay in placing blocks on her account with them. Miss T says this caused frustration and had a significant impact on her finances. What... (4 pages)View decision
