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 2101 results
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Decision Reference DRN-5135629
13 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5135629 The complaint Ms W has complained that Monzo Bank Ltd (“Monzo”) refused to allow her to make an early withdrawal from a fixed term Savings Pot. What happened Ms W opened a fixed term Savings Pot on 1 November 2023. The terms of the Savings Pot meant that Ms W was unable to ... (5 pages)View decision -
Decision Reference DRN-4834182
12 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4834182 The complaint Miss T complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost when she fell victim to a scam. What happened Miss T was approached via a messaging app by someone who offered her a job opportunity with a company I’ll call H in this decision. The ... (3 pages)View decision -
Decision Reference DRN-5067455
12 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5067455 The complaint Mr M complains Monzo Bank Ltd unfairly closed his account without notice and withheld funds. Mr M says this caused him significant distress and inconvenience. What happened The detailed background of this complaint is well known to both parties. So, I’ll only ... (3 pages)View decision -
Decision Reference DRN-5042713
11 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5042713 The complaint Mr N complains that Monzo Bank Ltd (Monzo) won’t refund money he lost in an investment scam. What happened What Mr N says: Mr N was introduced to an investment opportunity by an ex-work friend, who said it was genuine - he said he was making money from it. He c... (4 pages)View decision -
Decision Reference DRN-4962081
11 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4962081 The complaint Mr M complains Monzo Bank Ltd registered a fraud marker at Cifas, the national fraud database. He doesn’t think it’s done so fairly. What happened Mr M held an account with Monzo. On 20 June and 8 July 2023, the account received was payments of £220 and £290 r... (3 pages)View decision -
Decision Reference DRN-5116582
8 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5116582 The complaint Mr M complains that when he froze his Monzo Bank Ltd card according to its help section, a subscription payment was still taken out of his account. What happened Mr M had a monthly subscription payment to a merchant, L, but he wanted to cancel it so he froze hi... (2 pages)View decision -
Decision Reference DRN-5041114
8 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5041114 The complaint Miss B complains that Monzo Bank Ltd ought not to have approved her application for a revolving credit account in July 2022 and ought not to have approved the credit limit increases she applied for afterwards. Plus, Miss B complains that Monzo took five months ... (6 pages)View decision -
Decision Reference DRN-5128837
7 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5128837 The complaint Mr E is unhappy that Monzo Bank Ltd restricted his account and didn’t inform him when the restrictions were lifted. What happened On 31 July 2024, Monzo restricted Mr E’s account because a payment on the account was flagged as being potentially suspicious by M... (4 pages)View decision -
Decision Reference DRN-5130614
6 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5130614 The complaint Mr K complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to a scam. What happened Mr K has an account with Monzo that he opened in the course of this scam, at the scammer’s suggestion. He also has a current account with a business who I... (3 pages)View decision -
Decision Reference DRN-5088249
6 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5088249 The complaint Ms M, through a representative, complains that Monzo Bank Ltd won’t refund £34,260 that she lost as the result of an APP (authorised push payment) scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in full ... (4 pages)View decision
