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-4966037
19 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4966037 The complaint Mr S has complained that Monzo won’t refund the money he lost when he purchased a car from an online marketplace, which stopped working shortly after. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it ... (2 pages)View decision -
Decision Reference DRN-5030455
19 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5030455 The complaint Mr and Mrs S complain that Monzo Bank Ltd won’t refund the money they lost when they were the victims of a scam. What happened In August 2023, Mr S received a phone call from someone who said they worked for Monzo and told him fraudulent payments had been atte... (8 pages)View decision -
Decision Reference DRN-4960841
19 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4960841 The complaint Mr S complains that Monzo Bank Ltd incorrectly showed transactions on the shared tab he’d set up with his partner. What happened Mr S holds a current account with Monzo. He uses the shared tab feature offered by Monzo’s app, which enables him to upload informa... (3 pages)View decision -
Decision Reference DRN-4973442
18 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4973442 The complaint Miss J complains that Monzo Bank Ltd defaulted her account and reported the default on her credit file. What happened Miss J holds a Monzo Flex account. In August 2023 Miss J contacted Monzo to advise them that she was experiencing financial difficulties. Monzo... (4 pages)View decision -
Decision Reference DRN-4844041
18 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4844041 The complaint Mr H complains Monzo Bank Ltd (“Monzo”) declined his account application and won’t provide an explanation. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here in detail. Instead, I’ll focus on setting ou... (2 pages)View decision -
Decision Reference DRN-5027923
18 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5027923 The complaint Miss F is unhappy that Monzo Bank Ltd (Monzo) won’t reimburse the money she lost to an investment scam. What happened The investigator’s letters of 15 November 2023 and 26 March 2024 outlined the background to this complaint. But briefly Miss F fell victim to ... (6 pages)View decision -
Decision Reference DRN-4932694
17 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4932694 The complaint Mr H complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost when he fell victim to a scam. What happened Mr H says that he was actively looking for a motorhome and saw an advert on an online marketplace. He was interested in the motorhome and c... (3 pages)View decision -
Decision Reference DRN-4979333
17 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4979333 The complaint Mr F complains that when Monzo Bank Ltd processed his subject access request (‘SAR’) it omitted to send some information. What happened On 17 March 2023, Mr F made a request to Monzo for a SAR through a representative. When Mr F realised that some information w... (2 pages)View decision -
Decision Reference DRN-4825350
17 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4825350 The complaint Mr S is unhappy that Monzo Bank Ltd allowed him to make payments to gambling companies despite having a gambling block on his account. What happened Mr S has a gambling addiction and applied a gambling block to his Monzo account. The gambling block was supposed... (3 pages)View decision -
Decision Reference DRN-4783466
16 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4783466 The complaint Miss O complains Monzo Bank Ltd (“Monzo”) unfairly applied an adverse fraud marker against her. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decisi... (2 pages)View decision
