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-5680895
8 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5680895 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 -
Decision Reference DRN-5970245
8 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5970245 The complaint Miss C’s complaint is about how Monzo Bank Ltd (Monzo) handled a refund claim she made. What happened Miss C used her Monzo debit card to hire a minibus from a supplier I shall call ‘H’ in February 2024 to the sum of £56.90. However, she felt the bus was misrep... (5 pages)View decision -
Decision Reference DRN-5748574
8 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5748574 The complaint Miss S is a sole trader. She complains that Monzo Bank Ltd (Monzo) acted irresponsibly when they granted her a business loan. In particular, she says Monzo failed to carry out proper checks which would have demonstrated that the loan was unaffordable. What hap... (4 pages)View decision -
Decision Reference DRN-5938303
8 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5938303 The complaint Mr S complains Monzo Bank Ltd failed to meaningfully intervene when he was gambling. What happened Mr S complained to Monzo, he told it he’d gambled significant amounts of money over a period of a little over a year. This gambling was despite Mr S being regis... (3 pages)View decision -
Decision Reference DRN-5604294
8 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5604294 The complaint Miss K complains Monzo Bank Ltd won’t refund a transaction made from her account which she says she didn’t make or authorise. What happened On 3 March 2025, a payment for £200 was made from Miss K’s account which she reported to Monzo as fraudulent. Monzo loo... (2 pages)View decision -
Decision Reference DRN-6001501
5 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6001501 The complaint Miss B complained that Monzo Bank Ltd had failed to sort out problems she had when trying to access her account via Monzo’s mobile banking app. What happened Miss B, a Monzo customer, repeatedly faced issues accessing her account due to issues with her Persona... (4 pages)View decision -
Decision Reference DRN-5978094
5 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5978094 The complaint Miss A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss A opened an account with Monzo in December 2023. In December 2024 Monzo received fraud reports from other banks about a num... (2 pages)View decision -
Decision Reference DRN-5947201
5 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5947201 The complaint A company, which I will call L, complains that Monzo Bank Ltd requires its director to send a selfie video for identification purposes and has blocked full account access until this happens. Mr H, who is a director of L, brings the complaint on behalf of L. W... (2 pages)View decision -
Decision Reference DRN-5945306
5 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5945306 The complaint Mr H complained about Monzo Bank Ltd’s requirement for him to provide a selfie video as part of its identification (ID) verification process. He has refused to complete this step, which has resulted in him being unable to regain full access to his account. Wha... (3 pages)View decision -
Decision Reference DRN-5953639
5 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5953639 The complaint Miss B is unhappy with how Monzo Bank Ltd dealt with her chargeback claim. What happened The parties are familiar with the background of this complaint, so I will summarise it briefly here, which reflects my informal remit. In June 2025 Miss B purchased clothin... (3 pages)View decision