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-5886020
5 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5886020 The complaint Miss B complains that Monzo Bank Ltd closed her account and loaded an adverse fraud marker against her name. What happened As the circumstances of this complaint are well known to both parties, I have summarised them briefly below. Miss B held an account with M... (3 pages)View decision -
Decision Reference DRN-5998619
5 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5998619 The complaint Mrs B complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In February 2025, Mrs B saw an advert for a cryptocurrency investment company on a social media platform. She followed the link in the advert, ... (4 pages)View decision -
Decision Reference DRN-5829465
5 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5829465 The complaint Mr P’s complaint relates to an account he has with Monzo Bank Ltd. He is unhappy with the service he received when there was a delay in money being returned to his account by a merchant. What happened Mr P made a faster payment to a merchant on 28 April 2025 fo... (2 pages)View decision -
Decision Reference DRN-5856326
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5856326 The complaint Miss V complains that Monzo Bank Ltd, won’t refund the money she lost to a modelling job scam. Also, she is dissatisfied with the service she received when she complained. What happened Miss V was introduced to an international modelling role with overseas Com... (6 pages)View decision -
Decision Reference DRN-5747741
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5747741 The complaint Miss A complains that Monzo bank Ltd (Monzo) unfairly loaded a marker about her at Cifas, the national fraud database. What happened Miss A had an account with Monzo, which she opened in October 2023. On 8 November 2024, just over £69,000 was paid into Miss A’... (5 pages)View decision -
Decision Reference DRN-5895004
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5895004 The complaint Mr G and Ms A complain that Monzo Bank Ltd (‘Monzo’) closed their joint account. What happened Mr G and Ms A had a joint account with Monzo. In March 2025, Monzo contacted Mr G to confirm it had decided to close Mr G and Ms A’s joint account, without providing... (2 pages)View decision -
Decision Reference DRN-5706861
4 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5706861 The complaint Monzo Bank Ltd (“Monzo”) provided Mr M with an overdraft with a credit limit of £250 on 18 July 2023. Mr M says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here... (3 pages)View decision -
Decision Reference DRN-5896817
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5896817 The complaint Mr G complains that Monzo Bank Ltd (‘Monzo’) closed his account without explanation. What happened Mr G had a current account with Monzo. In March 2025, Monzo contacted Mr G to confirm it had decided to close his account, without providing notice and in line w... (3 pages)View decision -
Decision Reference DRN-5672888
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5672888 The complaint Miss M complains that Monzo Bank Ltd (“Monzo”) irresponsibly provided her with an overdraft. What happened In November 2024, Miss M applied for an overdraft with Monzo. The application was approved, and she was provided a limit of £1,000. To date, this limit h... (3 pages)View decision -
Decision Reference DRN-5895001
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5895001 The complaint Ms A complains that Monzo Ltd (‘Monzo’) closed her account without notice or explanation. What happened Ms A had a current account with Monzo. I’m aware Ms A had another account with Monzo, but this decision solely focuses on the closure of her current account... (2 pages)View decision