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 2587 results
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Decision Reference DRN-5648035
23 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5648035 The complaint Ms V is unhappy that Monzo Bank Ltd won’t reimburse the money she lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Ms V booked accommodation abroad with an online trave... (3 pages)View decision -
Decision Reference DRN-6006182
23 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6006182 The complaint Mr A complains that Monzo Bank Ltd won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both pa... (2 pages)View decision -
Decision Reference DRN-6095587
22 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6095587 The complaint Mr S complains Monzo Bank Ltd recorded a marker against him on a fraud database. He doesn’t think it’s treated him fairly. What happened I issued my provisional decision on this complaint, setting out what I intended to find and why. I asked the parties to res... (4 pages)View decision -
Decision Reference DRN-6058029
22 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6058029 The complaint Mr G complains Monzo Bank Ltd recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr G held an account with Monzo. In May 2024, he received some payments from a third- party, through ... (3 pages)View decision -
Decision Reference DRN-5171407
22 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5171407 The complaint T, a limited company, complains that Monzo Bank Ltd has declined to refund disputed transactions that were made from its account. What happened T is represented by one of its directors, Mrs N, who I will refer to throughout this decision. On 19 August 2024 Mrs ... (3 pages)View decision -
Decision Reference DRN-5733735
22 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5733735 The complaint Mr M complaints Monzo Bank Ltd unfairly closed his account and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to bo... (3 pages)View decision -
Decision Reference DRN-5769178
22 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5769178 The complaint Mr A complains that Monzo Bank Ltd did not reimburse the funds he lost to a scam. What happened Mr A says he met an individual on a messaging platform who said they could help him invest; I will refer to the individual as ‘X’. Mr A invested money into the platf... (2 pages)View decision -
Decision Reference DRN-6096992
22 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6096992 The complaint Mr G complains that Monzo Bank Ltd (Monzo) has recorded negative information onto his credit file in relation to an overdrawn balance on his account. What happened The background to this complaint and my initial conclusions were set out in my provisional decisi... (5 pages)View decision -
Decision Reference DRN-5786182
21 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5786182 The complaint Miss O complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. Miss O is being represented by a third party. To keep things simple, I will refer to Miss O throughout my decision. What happened The background ... (4 pages)View decision -
Decision Reference DRN-5887521
21 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5887521 The complaint Mrs F is complaining about Monzo Bank Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs F fell victim to a cruel investment scam after she was contacted by someone promoting a fake cryptocurrency investment scheme. ... (3 pages)View decision