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 2587 results
-
Decision Reference DRN-5798339
21 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5798339 The complaint Mr K complains that Monzo Bank Ltd (“Monzo”) acted unfairly by not refunding payments he made using his credit card. What happened Mr K booked a voucher for a hotel (“the hotel”) abroad via an online booking platform (“the booking platform”). He paid a total of... (6 pages)View decision -
Decision Reference DRN-5824812
21 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5824812 The complaint Mr B complains that Monzo Bank Ltd (“Monzo”), won’t refund him money he lost after he fell victim to a scam. Mr B has brought his complaint to this service with the assistance of a professional representative, but for ease of reading I will refer to Mr B throu... (6 pages)View decision -
Decision Reference DRN-5886044
21 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5886044 The complaint Mr A has complained about the way Monzo Bank Ltd (“Monzo”) dealt with a claim for money back in relation to some flights he paid for with credit it provided. What happened The facts in this case are not disputed so I’ve only briefly set them out here. In June ... (5 pages)View decision -
Decision Reference DRN-5833427
21 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5833427 The complaint Mr T complains that Monzo Bank Ltd (Monzo) didn’t provide appropriate support or intervention when he was using his Monzo bank account to gamble. What happened Mr T has a current account with Monzo. In September 2024 he told Monzo that he was struggling with ga... (4 pages)View decision -
Decision Reference DRN-5808050
20 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5808050 The complaint Mr A has complained that Monzo Bank Ltd (“Monzo”) will not refund the money he lost as the result of a scam. What happened Both parties are familiar with the details of the scam, so I will provide only a summary here. Mr A was introduced by a friend to a crypto... (3 pages)View decision -
Decision Reference DRN-6061282
20 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6061282 The complaint Mr S complains that Monzo Bank Ltd did not adequately protect him when he explained that he had a gambling addiction. It then closed his account. What happened Mr S says that, in May 2025, he contacted Monzo to explain that he had a gambling problem and to seek... (2 pages)View decision -
Decision Reference DRN-5920389
19 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5920389 The complaint Mrs S has complained that Monzo Bank Ltd unfairly defaulted her account. What happened Mrs S had an account with Monzo, which was overdrawn. She’d been in an arrangement to pay, but when this ended, the account was defaulted. She’s explained she wasn’t sent a c... (2 pages)View decision -
Decision Reference DRN-5891192
19 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5891192 The complaint Mr F has complained that Monzo Bank Ltd won’t refund him for a transaction of £290 which he didn’t authorise. What happened In June Mr F disputed three card transactions made to a third party (who I’ll call B) which he said he’d not made to his bank, Monzo. The... (2 pages)View decision -
Decision Reference DRN-5782938
19 Jan 2026 Monzo Bank Ltd Not upheldConsumer CreditDRN-5782938 Complaint Mrs B has complained about a personal loan Monzo Bank Ltd (“Monzo”) which she says was unfairly lent to her. She says the loan was unaffordable as she already had a high amount of existing credit. Background Monzo provided Mrs B with a loan for £5,000.00 in May 20... (3 pages)View decision -
Decision Reference DRN-5665377
16 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5665377 The complaint Mrs J complains that Monzo Bank Ltd failed to protect her from losing money in an investment scam. A professional representative, W, has brought the complaint to the Financial Ombudsman Service on Mrs J’s behalf. What happened Mrs J became involved in the scam ... (4 pages)View decision