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 2676 results
-
Decision Reference DRN-5167732
28 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5167732 The complaint Mr U complains Monzo Bank Ltd (“Monzo”) closed his account without notice nor explanation. Mr U is also unhappy Monzo caused substantive delay in returning the funds held in the account to him. Mr U says Monzo’s actions have caused him distress and inconvenienc... (3 pages)View decision -
Decision Reference DRN-5427440
28 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5427440 The complaint Mr H complains Monzo Bank Ltd (“Monzo”) closed his account without explanation. Mr H adds that his circumstances make him vulnerable, including being unable to open another account. To put things right, Mr H says he wants the account reopened as his circumstanc... (2 pages)View decision -
Decision Reference DRN-5241838
27 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5241838 The complaint Ms D is unhappy Monzo Bank Ltd will not refund £6,588 she lost as the result of a scam. Ms D brought her complaint to this service through a representative. For ease of reading, I will refer solely to Ms D in this decision. What happened As both parties are awa... (5 pages)View decision -
Decision Reference DRN-5407496
27 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5407496 The complaint Mr M complains that Monzo Bank Ltd failed to assist him when he advised that he had a gambling problem, and in particular that it delayed in blocking a particular merchant. What happened Mr M has told us that he has a serious problem with a gambling addiction. ... (3 pages)View decision -
Decision Reference DRN-4910643
27 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4910643 The complaint Mr B and Ms S have complained about how Monzo Bank Ltd handled their chargeback claim. What happened Mr B and Ms S raised a chargeback through Monzo. This succeeded, and they received a full refund. However, they are unhappy about how the matter was handled. Th... (1 page)View decision -
Decision Reference DRN-5304384
27 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5304384 The complaint Mr O has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In April 2023 Monzo closed the account Mr O held with them. They’d received a fraud report from another bank about a credit of £42... (3 pages)View decision -
Decision Reference DRN-5395763
27 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5395763 The complaint Mr M complains that despite having gambling block enabled on his account that Monzo Bank Ltd (“Monzo”) allowed five gambling transactions to go through in one day resulting in him losing £2,100. What happened Mr M has a gambling addiction and made Monzo aware ... (3 pages)View decision -
Decision Reference DRN-5245349
27 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5245349 The complaint Mrs N complains that Monzo Bank Ltd will not refund the money she lost when she was the victim of a scam. What happened Mrs N had previously been the victim of several different scams, these included an investment scam in 2021, a recovery scam in 2022, and – i... (4 pages)View decision -
Decision Reference DRN-5250173
26 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5250173 The complaint Miss B complains about the way Monzo Bank Ltd handled her chargeback request. What happened Miss B has a Monzo current account. On 15 September 2024, she used her debit card to make a payment online to an insurance broker (the ‘broker’). The payment of £218.27... (3 pages)View decision -
Decision Reference DRN-5203661
26 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5203661 The complaint Mr R complains that Monzo Bank Ltd unfairly closed his bank account without providing a proper explanation. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events ... (2 pages)View decision