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 1885 results
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Decision Reference DRN-4741093
2 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4741093 The complaint Miss E complains that Monzo Bank Ltd won’t reimburse her the money she transferred to a fraudster. Miss E is professionally represented in bringing her complaint to our service, but for ease of reading I’ll refer to all submissions as made by Miss E directly. What... (4 pages)View decision -
Decision Reference DRN-4735933
1 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4735933 The complaint Miss N complains that Monzo Bank Ltd (“Monzo”) set up a repayment plan on her account without her agreement, which has adversely impacted her credit file. What happened Miss N opened an account with Monzo on 12 June 2020. On 5 September 2023 Miss N contacted Monzo... (3 pages)View decision -
Decision Reference DRN-4774428
1 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4774428 The complaint Mrs M complains that Monzo Bank Ltd (“Monzo”) were slow to explain why her credit card payments didn’t reduce despite her making payments to the account. She’s also unhappy that they didn’t help when she was experiencing financial difficulty. What happened In Augu... (2 pages)View decision -
Decision Reference DRN-4742046
30 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4742046 The complaint Mr P complains that Monzo Bank Ltd irresponsibly gave him a credit card account that he couldn’t afford to repay What happened Mr P held a current account with Monzo. In February 2022, he applied for a credit card that would be linked to his current account. Monzo... (6 pages)View decision -
Decision Reference DRN-4742032
30 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4742032 The complaint Mr P complains that Monzo Bank Ltd irresponsibly gave him an overdraft he couldn’t afford to repay. What happened Mr P held a current account with Monzo and in February 2022 he applied to have an overdraft facility on the account. Monzo approved an overdraft of £1... (4 pages)View decision -
Decision Reference DRN-4750574
29 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4750574 The complaint Miss B complains that Monzo Bank Ltd won’t refund or recover the money she lost to a scam. What happened In July 2023 Miss B was looking for accommodation overseas. She found a suitable property online, and when she expressed interest, she was told she’d need to c... (3 pages)View decision -
Decision Reference DRN-4634775
26 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4634775 The complaint Mr R complains that Monzo Bank Ltd did not refund a series of payments he lost to a scam. What happened Mr R was looking to hire a luxury car for a family member’s wedding. He found a company I’ll call ‘X’ on a social media site and contacted them. He made the fol... (3 pages)View decision -
Decision Reference DRN-4524410
26 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4524410 The complaint Mr B has complained that Monzo Bank Ltd “Monzo” froze and then closed his account without giving any notice or any reason why it had done so. What happened Mr B has held an account with Monzo since 22 August 2020. On 19 July 2023 his account was frozen and closed ... (2 pages)View decision -
Decision Reference DRN-4746527
26 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4746527 Complaint Mr M is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background In August 2023, Mr M fell victim to a scam. He’d been looking for work and shared his CV with a recruiter. Shortly afterwards, he was contacted by someone who offered h... (2 pages)View decision -
Decision Reference DRN-4734186
26 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4734186 Complaint Mr D is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background In September 2023, Mr D fell victim to a scam. A job opportunity was promoted to him on a social media platform. He was told that he could earn commission by carrying o... (3 pages)View decision
