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-4905491
26 Jul 2024 Monzo Bank Ltd UpheldConsumer CreditDRN-4905491 The complaint Mr S complains that Monzo Bank Ltd lent to him in an irresponsible manner. What happened This complaint relates to a loan that was given to Mr S by Monzo in June 2023. Mr S has also complained about an overdraft and credit card that he held with Monzo. Those co... (3 pages)View decision -
Decision Reference DRN-4678144
26 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4678144 Complaint Mrs I is unhappy that Monzo Bank Ltd didn’t reimburse her after she told it she’d fallen victim to a scam. Background In mid-2023, Mrs I had been looking for work and shared her CV on a recruitment website. She was then messaged by somebody who claimed to represent... (3 pages)View decision -
Decision Reference DRN-4815094
26 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4815094 The complaint Mr M complains Monzo Bank Ltd have treated him unfairly in relation to his Flex credit card account and the level of customer service it’s provided him. What happened Mr M held a bank account with an overdraft facility with Monzo. Mr M also held a Flex credit c... (4 pages)View decision -
Decision Reference DRN-4815131
26 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4815131 The complaint Mr M complains Monzo Bank Ltd unfairly defaulted an overdraft debt and are reporting this to credit reference agencies. Mr M is also unhappy with the level of customer service he received from Monzo. What happened Mr M held a bank account with an overdraft fac... (5 pages)View decision -
Decision Reference DRN-4929903
26 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4929903 The complaint Mr A complains that Monzo Bank Ltd restricted and then closed his business account. Following closure, it retained more than £4,000. What happened Mr A held a business account with Monzo. From around June 2023, Monzo placed restrictions on the account while it ... (2 pages)View decision -
Decision Reference DRN-4802908
26 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4802908 Complaint Mr R is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background In late 2022, Mr R received a message from someone on a social media platform. That person offered him an investment opportunity. Mr R explained that he was interest... (4 pages)View decision -
Decision Reference DRN-4721025
25 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4721025 The complaint Mr M complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost. What happened Mr M was introduced to an individual by a close friend. This frien... (3 pages)View decision -
Decision Reference DRN-4928331
25 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4928331 The complaint Mr M complains Monzo Bank Ltd has failed to help him obtain a refund in relation to a business class flight he paid for on his debit card. What happened Mr M used his Monzo debit card on 9 October 2023 to pay £1,445.33 for a one way business class flight betwee... (3 pages)View decision -
Decision Reference DRN-4827331
25 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4827331 Complaint Mr G is unhappy that Monzo Bank Ltd didn’t refund him after he told it he’d fallen victim to a scam. Background In late 2023, Mr G received a message from someone who claimed to be a recruiter. She told Mr G that she had an opportunity for a role that involved work... (5 pages)View decision -
Decision Reference DRN-4763596
25 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4763596 The complaint Mr Y complains that Monzo Bank Ltd (“Monzo”) acted irresponsibly by providing him with an overdraft and also granting him a running credit account. What happened Mr Y was given an overdraft with his current account in April 2022 with an initial overdraft limit... (4 pages)View decision
