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-4808986
16 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4808986 The complaint Mrs D is unhappy that Monzo Bank Ltd didn’t reimburse her money she lost as a result of falling victim to a fraud. What happened As the circumstances of this complaint are well-known to both parties, I’ve summarised them briefly below. In April 2023, Mrs D was ... (4 pages)View decision -
Decision Reference DRN-4889086
16 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4889086 The complaint E, a business, complains that Monzo Bank Ltd didn’t make clear that E would also need an account with a different business it was partnered with to receive a currency payment. What happened E says it contacted Monzo to ask if it could receive a payment in Polis... (2 pages)View decision -
Decision Reference DRN-4880644
16 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4880644 The complaint Mr L is unhappy that Monzo Bank Ltd applied a Cifas marker against his name. He wants the marker removed. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mr L opened an account with Mo... (3 pages)View decision -
Decision Reference DRN-4743129
15 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4743129 The complaint Miss F complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost when she fell victim to a scam. What happened In early June 2023 Miss F received contact via a messaging app from someone who said they had got her number from a recruitment company.... (8 pages)View decision -
Decision Reference DRN-4964154
15 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4964154 Complaint Mr R has complained that Monzo Bank Ltd (“Monzo”) allowed him to continue using his overdraft when it ought to have been apparent that he was in financial difficulty. Background One of our investigators looked at Mr R’s complaint and thought that Monzo should have... (3 pages)View decision -
Decision Reference DRN-4838622
14 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4838622 The complaint Miss T complains about how Monzo Bank Ltd (Monzo) treated her when she approached them about a gambling issue she had, and a delay in placing blocks on her account with them. Miss T says this caused frustration and had a significant impact on her finances. What... (4 pages)View decision -
Decision Reference DRN-4789955
14 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4789955 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) acted irresponsibly in increasing his overdraft limit which he couldn’t afford. Mr S also complained about a personal loan which Monzo provided to him. But we’ve already explained that we’re considering that complai... (4 pages)View decision -
Decision Reference DRN-4962828
14 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4962828 The complaint Mr H complains that Monzo Bank Ltd did not close his account when he asked them to, and they provided him with poor customer service. What happened Mr H says he sent Monzo a letter on 7 October 2023 to ask them to close his account, and correct errors they made... (3 pages)View decision -
Decision Reference DRN-4695195
12 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4695195 The complaint Mrs W is unhappy that Monzo Bank Ltd decided not to refund her after she’d been the victim of a scam. Mrs W is bringing her complaint using a claims management company which I’ll refer to as K. What happened Mrs W decided to invest in a company I’ll refer to ... (6 pages)View decision -
Decision Reference DRN-4779255
12 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4779255 The complaint Miss B complains that Monzo Bank Ltd closed her account and registered a Cifas marker against her without due cause. What happened Miss B opened an account with Monzo Bank Ltd on 13 August 2021. The account remained unused until 5 September 2022 when several p... (3 pages)View decision
