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-4979333
17 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4979333 The complaint Mr F complains that when Monzo Bank Ltd processed his subject access request (‘SAR’) it omitted to send some information. What happened On 17 March 2023, Mr F made a request to Monzo for a SAR through a representative. When Mr F realised that some information w... (2 pages)View decision -
Decision Reference DRN-4825350
17 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4825350 The complaint Mr S is unhappy that Monzo Bank Ltd allowed him to make payments to gambling companies despite having a gambling block on his account. What happened Mr S has a gambling addiction and applied a gambling block to his Monzo account. The gambling block was supposed... (3 pages)View decision -
Decision Reference DRN-4783466
16 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4783466 The complaint Miss O complains Monzo Bank Ltd (“Monzo”) unfairly applied an adverse fraud marker against her. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decisi... (2 pages)View decision -
Decision Reference DRN-4999950
12 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4999950 The complaint Mr K has complained that Monzo Bank Ltd acted irresponsibly when it provided him with an overdraft facility on his current account in March 2023. Background Mr K opened a bank account with Monzo in later 2019. At that time, he contacted the bank and asked it to... (3 pages)View decision -
Decision Reference DRN-5005189
12 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5005189 The complaint Mr L complains that Monzo Bank Ltd have failed to refund £6,056 he says he lost to a crypto investment scam. The details of this complaint are well known to both parties. So, if there’s a submission I’ve not addressed; it isn’t because I’ve ignored the point. I... (2 pages)View decision -
Decision Reference DRN-4994511
12 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4994511 The complaint Ms H complains that Monzo Bank Ltd should’ve done more to prevent her falling victim to a job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in detail. The facts are not in dispute, so I’ll fo... (2 pages)View decision -
Decision Reference DRN-5017522
12 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5017522 The complaint Mr H complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In mid-2023, Mr H started to receive messages from someone he was in an online message group with, about an opportunity to invest in cryptocurrenc... (7 pages)View decision -
Decision Reference DRN-4891499
11 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4891499 The complaint Mr Y has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr Y was told by Monzo that they were closing his account. They also lodged a fraud-related marker on his record with CIFA... (2 pages)View decision -
Decision Reference DRN-4902136
11 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4902136 The complaint Miss H and Miss W complain that Monzo Bank Ltd (Monzo) closed their joint account without notice. It then took Monzo a long time to transfer the money to a new account. This caused them a lot of stress and worry, which they’d like to be compensated for. The det... (2 pages)View decision -
Decision Reference DRN-5013816
10 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5013816 The complaint Mr H has complained that Monzo Bank Ltd registered a fraud marker against him. What happened In February 2024, Mr H received a £175 bank transfer from another individual. In March 2024, Monzo received an official report from the sending bank, detailing how that... (4 pages)View decision
