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
-
Decision Reference DRN-5957959
18 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5957959 The complaint Mr N complains about Monzo Bank Ltd’s actions after he asked it to raise chargebacks on transactions made using Monzo current account. What happened Mr N has a gambling addiction and placed a block on his Monzo current account to stop himself from making gambli... (5 pages)View decision -
Decision Reference DRN-5910533
18 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5910533 The complaint Mr W complains that Monzo Bank Ltd declined his chargeback claim. What happened On 30 July 2025 Mr W booked a hotel stay via Booking.com and paid £298.70 using his Monzo debit card. When Mr W arrived at the hotel, he found it to be run down, outdated and didn’t... (3 pages)View decision -
Decision Reference DRN-5954524
18 Nov 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5954524 The complaint Mr D complains that Monzo Bank Ltd was irresponsible in its lending to him. He wants the interest paid on the loan refunded and all remaining interest removed, and consideration given to whether he should be awarded compensation for the stress this loan has cau... (4 pages)View decision -
Decision Reference DRN-5699509
18 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5699509 The complaint Ms J complains that Monzo Bank Ltd won’t refund her the money she lost, after she fell victim to a 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 summary, I understand it to b... (4 pages)View decision -
Decision Reference DRN-5673762
17 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5673762 The complaint Mrs G complains that Monzo Bank Ltd closed her overdraft account and reported it as in default to the credit reference agencies. What happened In December 2024, Mrs G entered into an unarranged overdraft position on her Monzo account – she says that at the tim... (4 pages)View decision -
Decision Reference DRN-5880612
14 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5880612 The complaint Mr S complains that Monzo Bank Ltd failed to reclaim a payment he made on his debit card. What happened In April 2025, Mr S used his Monzo debit card to pay for some flights; he bought them from an online merchant, who I’ll refer to as “B”, at a cost of around... (4 pages)View decision -
Decision Reference DRN-5911868
14 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5911868 The complaint Mr O complains that Monzo Bank Ltd have failed to refund money he says he lost to a crypto investment scam. Mr O is being supported in his complaint by a representative – but for ease, I’ll refer to Mr O throughout this decision. I’m very aware that I’ve summar... (3 pages)View decision -
Decision Reference DRN-5885505
14 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5885505 The complaint Mr T 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. Mr T brings his complaint with the assistance of a professional representative, but for ease of reading I will refe... (4 pages)View decision -
Decision Reference DRN-5643365
14 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5643365 The complaint Miss P complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In November 2024, Miss P received a text message from someone who said they had been given her details by a recruitment agency and had a poten... (3 pages)View decision -
Decision Reference DRN-5718374
13 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5718374 The complaint Mr M complains that Monzo Bank Ltd returned a payment his employer made into his account after it closed. What happened Mr M had an account with Monzo. In November 2024, Monzo decided to close Mr M’s account – and blocked the account with immediate effect. A fe... (2 pages)View decision