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 2131 results
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Decision Reference DRN-5146042
30 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5146042 The complaint Miss L complains that Monzo Bank Ltd (“Monzo”) failed to refund transactions she didn’t recognise, leading to a reduction in her credit rating. What happened In early January 2024, Miss L noticed three transactions had been made from her Monzo account to a soci... (4 pages)View decision -
Decision Reference DRN-4903337
30 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4903337 The complaint Miss Q complains Monzo Bank Ltd (“Monzo”) didn’t do enough to prevent her from falling victim to a fake job scam and that it failed to offer her appropriate support after she reported what had happened to her. Miss Q wants Monzo to reimburse her the money she l... (4 pages)View decision -
Decision Reference DRN-4929134
24 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4929134 Complaint Mr C is unhappy that Monzo Bank Ltd ("Monzo") did not reimburse him after he told it he had fallen victim to a scam. Background The background to this case is well known to the parties, so I will only summarise it briefly here. In late 2022, Mr C fell vic... (4 pages)View decision -
Decision Reference DRN-4957886
23 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4957886 The complaint Mr A complains that Monzo Bank Ltd did not help him when he was the victim of a scam. What happened Mr A fell victim to a scam when he was contacted by an individual on a messaging platform. The individual said they had an investment opportunity Mr A could mak... (2 pages)View decision -
Decision Reference DRN-5225905
20 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5225905 The complaint Mr J complains Monzo Bank Ltd (“Monzo”) wouldn’t refund, or query, a transaction debited from his account from a betting company. He also complains that Monzo closed his account. What happened In February 2023, Mr J was paid the winnings of two separate bets he... (7 pages)View decision -
Decision Reference DRN-5225664
20 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5225664 The complaint Mr C complains about the service he received from Monzo when it applied a block to his account following an attempt by him to make a payment of £3,000 to a friend. In particular, Mr C is unhappy about the amount of time his account was blocked and the service h... (4 pages)View decision -
Decision Reference DRN-5173508
20 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5173508 The complaint Mr V has complained that Monzo Bank Ltd (“Monzo”) upgraded his fee-free account to a fee- paying packaged Premium account, without his consent. What happened Mr V opened a fee-free current account with Monzo on 31 March 2024. Mr V’s account was then upgraded to... (4 pages)View decision -
Decision Reference DRN-5141333
20 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5141333 The complaint T a limited company complains Monzo Bank Ltd unfairly blocked its business account. T is represented by Mr S, a director or T. What happened T held a business account with Monzo. On 6 June 2023 to 11 July 2023 T’s account was blocked. The account had a balanc... (3 pages)View decision -
Decision Reference DRN-5218611
19 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5218611 The complaint Mr O complains that Monzo Bank Ltd (Monzo) won’t refund the money he lost to a scam. Mr O has used a professional representative to bring this complaint to our service and they have made submissions on his behalf. For consistency, I’ll refer to Mr O throughout... (6 pages)View decision -
Decision Reference DRN-5198228
19 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5198228 The complaint Mrs D complains that Monzo Bank Ltd unfairly registered a marker about her at Cifas, the national fraud database. What happened Mrs D had an account with Monzo. Between February and March 2024 several payments, totalling just under £10,500 were made into Mrs D... (4 pages)View decision
