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-4985396
8 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4985396 The complaint Mr A complains about information recorded by Monzo Bank Ltd (“Monzo”) on his credit report. What happened In August 2018 Mr A transferred money from another account into his Monzo account. The money didn’t appear in the account as expected, and at the time Mr... (3 pages)View decision -
Decision Reference DRN-4936389
7 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4936389 The complaint Mr M complains that Monzo Bank Ltd unfairly closed his account and that it didn’t return the full balance that remained at the time. What happened In August last year, following an earlier decision to close Mr M’s account with two months’ notice - Monzo decided... (2 pages)View decision -
Decision Reference DRN-4998767
7 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4998767 The complaint Mr R has complained Monzo Bank Ltd did nothing to help when he ended up paying a fraudster for a holiday. What happened At the end of 2023 into 2024, Mr R was the victim of a scam. He was looking to book an overseas holiday and googled to find his normal travel... (3 pages)View decision -
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
