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-4901574
9 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4901574 The complaint Mr F complains Monzo Bank Ltd treated him unfairly when he tried to open a new account. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr F had a Monzo account which closed in April ... (3 pages)View decision -
Decision Reference DRN-4925417
8 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4925417 The complaint Ms B complains that Monzo Bank Ltd won’t reimburse her after she fell victim to a job scam. Ms B is professionally represented in bringing her complaint to our service. However, for ease of reference, I’ll refer to all submissions as being made by Ms B directly... (6 pages)View decision -
Decision Reference DRN-4956012
8 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4956012 The complaint Mr S has complained about Monzo Bank Ltd’s decision to increase the limit on his ‘Flex’ account with Monzo, which provided running account credit for transactions Mr S made on his current account, which was also held with Monzo. Mr S has experienced financial d... (8 pages)View decision -
Decision Reference DRN-4985396
8 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4985396 The complaint Mr A complains about information recorded by Monzo Bank Ltd (“Monzo”) on his credit report. What happened In August 2018 Mr A transferred money from another account into his Monzo account. The money didn’t appear in the account as expected, and at the time Mr... (3 pages)View decision -
Decision Reference DRN-4936389
7 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4936389 The complaint Mr M complains that Monzo Bank Ltd unfairly closed his account and that it didn’t return the full balance that remained at the time. What happened In August last year, following an earlier decision to close Mr M’s account with two months’ notice - Monzo decided... (2 pages)View decision -
Decision Reference DRN-4998767
7 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4998767 The complaint Mr R has complained Monzo Bank Ltd did nothing to help when he ended up paying a fraudster for a holiday. What happened At the end of 2023 into 2024, Mr R was the victim of a scam. He was looking to book an overseas holiday and googled to find his normal travel... (3 pages)View decision -
Decision Reference DRN-5034283
7 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5034283 The complaint Mr L complains that Monzo Bank Ltd didn’t provide the service it should have in regard to a payment he made and then cancelled. What happened Mr L made a payment for a hotel booking. The money left his account and so it looked like the payment had been made but... (2 pages)View decision -
Decision Reference DRN-4797025
4 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4797025 The complaint Miss B complaints that Monzo Bank Ltd won’t reimburse her after she fell victim to a job scam. Miss B is professionally represented in bringing her complaint to our service, but for ease of reference I’ll refer to all submissions as being made by Miss B directl... (4 pages)View decision -
Decision Reference DRN-5004350
3 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5004350 The complaint Ms H says she closed her account with Monzo Bank Ltd (“Monzo”) in September 2023. But Ms H says that she discovered an account was opened in her name April 2024, without her consent or knowledge. What happened On 21 May 2024, Ms H contacted Monzo as she noticed... (3 pages)View decision -
Decision Reference DRN-4858119
1 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4858119 The complaint Mrs B complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of a scam. Mrs B is represented by a firm that I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to som... (6 pages)View decision
