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-5895005
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5895005 The complaint Mr G complains on behalf of ‘M’, a limited company, that Monzo Bank Ltd (‘Monzo’) closed M’s business account without explanation. What happened M had a business account with Monzo. Mr G also had personal accounts with Monzo and I’m aware he has complained abo... (2 pages)View decision -
Decision Reference DRN-5671669
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5671669 The complaint Mr K complains Monzo Bank Ltd closed his account without providing an explanation. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. This complaint concerns Mr K’s sole account that wa... (2 pages)View decision -
Decision Reference DRN-5868376
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5868376 The complaint Miss H and Mr M complain Monzo Bank Ltd (“Monzo”) acted unfairly by not refunding payments they made using their debit card. What happened Miss H and Mr M booked a packaged holiday via an online booking platform (“the booking platform”) for themselves and their... (4 pages)View decision -
Decision Reference DRN-5778189
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5778189 The complaint Mr P complains about the outcome of a chargeback claim he made under his debit card, provided by Monzo Bank Ltd. What happened Mr P says he saw a staff member I’ll refer to as ‘Q’ at a treatment centre I’ll refer to as ‘C’. Mr P says he approached C for insole... (3 pages)View decision -
Decision Reference DRN-5879347
3 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5879347 The complaint Mr M, via a representative, has complained that Monzo Bank Ltd (“Monzo”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here... (3 pages)View decision -
Decision Reference DRN-5952531
3 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5952531 The complaint A company, which I’ll refer to as C, complains that Monzo Bank Ltd won’t refund money which C believes was lost to an Authorised Push Payment (“APP”) scam. Mrs D, who is a director of C, brings the complaint on C’s behalf. What happened The background to this... (4 pages)View decision -
Decision Reference DRN-5589709
3 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5589709 The complaint A company, which I’ll refer to as C, complains that Monzo Bank Ltd won’t refund money which C believes was lost to an Authorised Push Payment (“APP”) scam. Mrs D, who is a director of C, brings the complaint on C’s behalf. What happened The background to this... (4 pages)View decision -
Decision Reference DRN-5830944
3 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5830944 The complaint Mrs U complains about the actions of Monzo Ltd when she lost money to a scam. Mrs U is being supported in bringing her complaint by a legal representative but, for ease of reading, I’ll only refer to Mrs U. What happened The detailed background to this compla... (3 pages)View decision -
Decision Reference DRN-5665429
2 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5665429 The complaint Mr M complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties so I won’t repeat it all in detail here. But in su... (5 pages)View decision -
Decision Reference DRN-5907211
1 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5907211 The complaint Mr C has complained about Monzo Bank Ltd not refunding several payments he says he made and lost to an authorised push payment (APP) investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail he... (4 pages)View decision