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 2561 results
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Decision Reference DRN-6010066
10 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6010066 The complaint Miss G has complained about the way Monzo Bank Ltd dealt with a claim for money back in relation to a purchase she’d made using her debit card. What happened Both parties are familiar with the circumstances of the complaint which I’ll briefly summarise here. M... (5 pages)View decision -
Decision Reference DRN-6009864
10 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6009864 The complaint Mr M complains that Monzo Bank Ltd (‘Monzo’) won’t refund him the money he lost after he fell victim to an Authorised Push Payment (‘APP’) scam. In bringing his complaint to this service Mr M is represented. What happened I issued a provisional decision for t... (7 pages)View decision -
Decision Reference DRN-5949248
9 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5949248 The complaint Mr A complains Monzo Bank Ltd (“Monzo”) restricted and later closed his accounts and did so without explanation. Mr A is also unhappy that Monzo made unreasonable requests for documents, which he didn’t have, to verify his address. Mr A says Monzo’s actions hav... (2 pages)View decision -
Decision Reference DRN-5660590
9 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5660590 The complaint Mr A complains Monzo Bank Ltd won’t refund money he lost as part of a crypto investment scam. Mr A is being supported in making his complaint by a representative, but for ease, I’ll refer to Mr A throughout this decision. What happened Mr A has explained that i... (5 pages)View decision -
Decision Reference DRN-5583404
9 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5583404 The complaint Miss R complains that Monzo Bank Ltd unfairly closed her account and loaded a Credit Industry Fraud Avoidance System (CIFAS) marker against her name. Miss R also complains that she received a poor level of service from Monzo. What happened Around July last year... (4 pages)View decision -
Decision Reference DRN-6006584
9 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6006584 The complaint Mr M complains that Monzo Bank Ltd (‘Monzo’) won’t refund him the money he lost after he fell victim to an Authorised Push Payment (‘APP’) scam. In bringing his complaint to this service Mr M is represented. What happened I issued a provisional decision for t... (5 pages)View decision -
Decision Reference DRN-5853991
9 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5853991 The complaint Mr M has complained that Monzo Bank Ltd (“Monzo”) stopped a payment and placed a block on his account. Mr M is unhappy with the level of service he received from Monzo when he tried to get the payment unblocked. What happened Mr M attempted to make a payment fo... (4 pages)View decision -
Decision Reference DRN-5682260
9 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5682260 The complaint Miss P complains that Monzo Bank Ltd (Monzo) won’t refund money she lost when she fell victim to a job scam. What happened In March 2025, Miss P was approached about a job opportunity by someone who claimed to work for a recruitment agency. After expressing in... (6 pages)View decision -
Decision Reference DRN-5963774
9 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5963774 The complaint Mr R complains Monzo Bank Ltd won’t refund transactions made from his account which he says he didn’t make or authorise. What happened On 1 March 2025, Mr R reported several transactions, totalling £590, made from his account to Monzo as fraudulent. The transa... (2 pages)View decision -
Decision Reference DRN-5680877
8 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5680877 The complaint Mr H complains that Monzo Bank Ltd (‘Monzo’) won’t refund him the money he lost after he fell victim to a scam. In bringing his complaint to this service Mr H is represented, but for ease of reading I will refer to Mr H, throughout this decision. What happene... (3 pages)View decision