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-4815131
26 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4815131 The complaint Mr M complains Monzo Bank Ltd unfairly defaulted an overdraft debt and are reporting this to credit reference agencies. Mr M is also unhappy with the level of customer service he received from Monzo. What happened Mr M held a bank account with an overdraft fac... (5 pages)View decision -
Decision Reference DRN-4929903
26 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4929903 The complaint Mr A complains that Monzo Bank Ltd restricted and then closed his business account. Following closure, it retained more than £4,000. What happened Mr A held a business account with Monzo. From around June 2023, Monzo placed restrictions on the account while it ... (2 pages)View decision -
Decision Reference DRN-4802908
26 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4802908 Complaint Mr R is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background In late 2022, Mr R received a message from someone on a social media platform. That person offered him an investment opportunity. Mr R explained that he was interest... (4 pages)View decision -
Decision Reference DRN-4721025
25 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4721025 The complaint Mr M complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost. What happened Mr M was introduced to an individual by a close friend. This frien... (3 pages)View decision -
Decision Reference DRN-4928331
25 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4928331 The complaint Mr M complains Monzo Bank Ltd has failed to help him obtain a refund in relation to a business class flight he paid for on his debit card. What happened Mr M used his Monzo debit card on 9 October 2023 to pay £1,445.33 for a one way business class flight betwee... (3 pages)View decision -
Decision Reference DRN-4827331
25 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4827331 Complaint Mr G is unhappy that Monzo Bank Ltd didn’t refund him after he told it he’d fallen victim to a scam. Background In late 2023, Mr G received a message from someone who claimed to be a recruiter. She told Mr G that she had an opportunity for a role that involved work... (5 pages)View decision -
Decision Reference DRN-4763596
25 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4763596 The complaint Mr Y complains that Monzo Bank Ltd (“Monzo”) acted irresponsibly by providing him with an overdraft and also granting him a running credit account. What happened Mr Y was given an overdraft with his current account in April 2022 with an initial overdraft limit... (4 pages)View decision -
Decision Reference DRN-4846379
25 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4846379 The complaint Miss B complains that Monzo Bank Ltd did not refund a series of payments she lost as part of a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Miss B was the victim of an... (4 pages)View decision -
Decision Reference DRN-4681472
24 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4681472 The complaint Mr C complains that Monzo Bank Ltd won’t refund the money he lost as the result of an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I unde... (4 pages)View decision -
Decision Reference DRN-4728397
24 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4728397 The complaint Mr R complains that Monzo Bank Ltd unfairly registered a marker about him at Cifas, the national fraud database. What happened Mr R had an account with Monzo, which he opened in 2018. In March 2022, a payment of £110 was made into Mr R’s account, from an indi... (4 pages)View decision
