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 1851 results
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Decision Reference DRN-4909127
22 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4909127 The complaint Miss D has complained that Monzo Bank Ltd (‘Monzo’) acted irresponsibly when it provided her with an overdraft and then went on to increase the overdraft limits. She says the overdraft was unaffordable and has asked for all interest and charges incurred on the... (4 pages)View decision -
Decision Reference DRN-4661179
21 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4661179 The complaint Mr B complains that Monzo Bank Ltd refused to reimburse him after he fell victim to a job scam. What happened Mr B has explained that he received contact from who he believed was a recruitment company (but was in fact a fraudster) via an instant messaging app, ... (4 pages)View decision -
Decision Reference DRN-4978150
21 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4978150 The complaint Ms L complains that Monzo Bank Ltd won’t refund £2,865 she lost in a bank impersonation scam in December 2023. What happened The background of this complaint is well known to both parties, so I won’t repeat everything again here. In brief, Ms L says she recei... (2 pages)View decision -
Decision Reference DRN-4861516
21 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4861516 The complaint Miss K complains that Monzo Bank Ltd applied interest to her account when it had been agreed that she would receive a month breathing space. It then put her on a one-year repayment plan which she hadn’t agreed to. What happened Miss K has a Flex account with Mo... (3 pages)View decision -
Decision Reference DRN-4772612
20 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4772612 The complaint Miss W complains Monzo Bank LTD (“Monzo”) refuses to refund her for transactions on her account she didn’t authorise. What happened Miss W says her phone, card details and account details had been compromised and money was taken from her account without her con... (2 pages)View decision -
Decision Reference DRN-4935569
20 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4935569 The complaint Mr C complains Monzo Bank Ltd (“Monzo”) closed his account and did so without explanation. To put things right, Mr C wants his account reopened; a detailed explanation for why Monzo took the actions it did; and compensation for the distress and inconvenience he... (3 pages)View decision -
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
