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-5150189
16 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5150189 The complaint Mr C complains Monzo Bank Limited (Monzo) closed his bank account without reasonable notice nor any reason. What happened Mr C says without prior warning he was notified by Monzo it was closing his bank account with immediate effect. Mr C says he has been a cus... (2 pages)View decision -
Decision Reference DRN-5072719
16 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5072719 The complaint Mr G complains about how information relating to a refund was presented online by Monzo Bank Ltd. What happened Mr G holds a premium personal account with Monzo. On 3 March 2024, while abroad, he rented a car using a company that I’ll refer to as “H” in this d... (5 pages)View decision -
Decision Reference DRN-4926862
13 Dec 2024 Monzo Bank Ltd Not upheldConsumer CreditDRN-4926862 The complaint Mr P has complained that Monzo Bank Ltd are holding him liable for a loan he says he didn’t take out. What happened This complaint surrounds a loan which was taken out in October 2022, using Mr P’s registered device. The money was paid to his bank account, then... (2 pages)View decision -
Decision Reference DRN-4979914
12 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4979914 The complaint Mr W complains that Monzo Bank Ltd (“Monzo”) have incorrectly recorded adverse data on his credit file. What happened Following a dispute with Monzo, Mr W switched his current account. He had an outstanding overdraft on the Monzo account. Mr W said he asked Mo... (3 pages)View decision -
Decision Reference DRN-5048967
12 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5048967 The complaint Miss S complains Monzo Bank Ltd registered a fraud marker at Cifas, the national fraud database. She doesn’t think it’s done so fairly. What happened A summary of what happened is below. Miss S held an account with Monzo. On 5 March 2024, it was credited with ... (3 pages)View decision -
Decision Reference DRN-5182273
12 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5182273 The complaint Mr C complains that Monzo Bank Ltd froze his card and failed to give him a proper reason. Also that it failed to contact him about his complaint as he had asked before sending him a final response. What happened In March 2024, Mr C applied for and received a ne... (3 pages)View decision -
Decision Reference DRN-5024182
12 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5024182 The complaint Mr H complains that Monzo bank Ltd won’t refund the money he lost after falling victim to a scam. Mr H is represented in this complaint by a solicitor, but for simplicity I will refer to Mr H throughout this decision, even when referencing what his representat... (3 pages)View decision -
Decision Reference DRN-5056943
12 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5056943 The complaint Miss O is unhappy that Monzo Bank Ltd closed her account. What happened Following a review, in May 2024 Monzo gave Miss O 60 days’ notice of its decision to close her account. The account was closed on 2 July 2024. Miss O was unhappy with Monzo’s decision to ... (2 pages)View decision -
Decision Reference DRN-4999488
12 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4999488 The complaint Mr S complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known t... (6 pages)View decision -
Decision Reference DRN-5153115
11 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5153115 The complaint Mr A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In February 2024 Mr A was told by Monzo that they were closing his account. They also lodged a fraud-related marker on his record ... (2 pages)View decision
