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 1910 results
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Decision Reference DRN-4392005
22 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4392005 The complaint Mr H complains that Monzo Bank Ltd ‘(Monzo’) didn’t do enough to help him after he told it he’d been overcharged for the hire of a mobility scooter. What happened Mr H agreed to hire a mobility scooter for 12 days whilst on holiday. He paid $346 using his Monzo de... (3 pages)View decision -
Decision Reference DRN-4460969
22 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4460969 The complaint Miss T is unhappy that Monzo Bank Ltd (“Monzo”) won’t refund the £500 she lost when she fell victim to a vehicle purchase scam. What happened In February 2023, Miss T saw a private advert for a vehicle on a well-known online marketplace. She contacted the seller a... (6 pages)View decision -
Decision Reference DRN-4604683
22 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4604683 The complaint Mr A and Miss G complain about the service they received when Mr A contacted Monzo Bank Ltd (“Monzo”) regarding an ATM withdrawal he wanted to cancel due to the withdrawal fee. In particular Mr A doesn’t feel the response received by Monzo’s web agent addressed hi... (3 pages)View decision -
Decision Reference DRN-4637384
21 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4637384 The complaint Ms G complains Monzo Bank Ltd closed her account without telling her and then defaulted her as she was approximately £30 overdrawn. Ms G says she wasn’t aware of this, and when she tried to pay Monzo Bank Ltd made it almost impossible for her to do so. What happen... (2 pages)View decision -
Decision Reference DRN-4514797
21 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4514797 The complaint A company, which I’ll refer to as B, complains that Monzo Bank Ltd won’t refund a payment it didn’t make. Mr and Mrs W, who are directors of B, bring the complaint on B’s behalf. What happened The details of this complaint are well known to both parties, so I will... (2 pages)View decision -
Decision Reference DRN-4542593
21 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4542593 The complaint Miss K complains that Monzo Bank Ltd (Monzo) lent to her irresponsibly on two Flex accounts. What happened Miss K had an overdraft of £750 and a loan of £300 from Monzo. She complained that both were given to her irresponsibly and bought those complaints to this s... (3 pages)View decision -
Decision Reference DRN-4510643
21 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4510643 The complaint Mr K complains Monzo Bank Ltd reduced his arranged overdraft limit without notice. What happened Mr K holds a current account with Monzo that has an arranged overdraft facility. On 8 May 2023, Mr K says he received a text from Monzo, explaining they had reduced hi... (3 pages)View decision -
Decision Reference DRN-4506112
20 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4506112 The complaint Mr D complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. Mr D is being represented by a third party. To keep things simple, I will refer to Mr D throughout my decision. What happened The background of this co... (3 pages)View decision -
Decision Reference DRN-4600356
20 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4600356 The complaint Mrs K complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mrs K was looking... (2 pages)View decision -
Decision Reference DRN-4617461
20 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4617461 The complaint Miss A complains that Monzo Bank Ltd hasn’t refunded her after she fell victim to a scam. What happened Much of the background here relates to activity linked to one of Miss A’s accounts held with a different bank (which I’ll refer to as H). But the detail is rele... (4 pages)View decision
