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-5906475
11 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5906475 The complaint Mr B complains Monzo Bank Ltd (“Monzo”) haven’t refunded money he said he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr B said he decided to invest in... (4 pages)View decision -
Decision Reference DRN-5746584
11 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5746584 The complaint Miss M is complaining that Monzo Bank Ltd didn’t refund payments she said she didn’t make. What happened The circumstances are known to both parties, so I’ll only summarise them here. Miss M was selling items on an online marketplace. On 16 June 2024 Miss M rec... (4 pages)View decision -
Decision Reference DRN-5557130
10 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5557130 The complaint Mr S says Monzo Bank Ltd (“Monzo”) failed to protect him from financial harm when he fell victim to a scam. Mr S has appointed a professional representative who has brought this complaint on his behalf. However, for ease, I will simply refer to “Mr S” throughou... (4 pages)View decision -
Decision Reference DRN-5505884
10 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5505884 The complaint Mr E complains that Monzo Bank Ltd (“Monzo”) won’t refund the money he lost after he fell victim to a scam. What happened Mr E found a two-bedroom apartment being advertised for rent on a social networking website. Interested, Mr E reached out for more informat... (3 pages)View decision -
Decision Reference DRN-5710305
10 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5710305 The complaint Mr Y complains that Monzo Bank Ltd will not reimburse funds he said he lost to a scam. Mr Y is represented by a firm, but for ease I have only referred to Mr Y in this decision. What happened The background to this complaint is well known to both parties, so I ... (3 pages)View decision -
Decision Reference DRN-5888256
10 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5888256 The complaint Mr O complains Monzo Bank Ltd recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr O held an account with Monzo. In January 2025, it was credite... (3 pages)View decision -
Decision Reference DRN-5574621
10 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5574621 The complaint Mr B complains that Monzo Bank Ltd (“Monzo”) acted irresponsibly when it granted and then increased his, current account overdraft limit when he was struggling financially. Mr B also complains about the granting of a credit card account by Monzo but that matte... (5 pages)View decision -
Decision Reference DRN-5780409
10 Nov 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5780409 The complaint Mr F complains that Monzo Bank Ltd was irresponsible in its lending to him. What happened Mr F was provided with a £15,000 loan in December 2024. The loan term was 60 months and Mr F was required to make monthly repayments of £336. Mr F said that at the time of... (3 pages)View decision -
Decision Reference DRN-5849565
7 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5849565 The complaint Mr W complains that Monzo Bank Ltd won’t refund him money he lost in an investment scam. Mr W is being represented by a professional representative, but for ease of reading I’ve just referred to Mr W throughout. What happened The circumstances surrounding this ... (3 pages)View decision -
Decision Reference DRN-5894774
7 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5894774 The complaint Mr K is unhappy with how Monzo Bank Ltd (Monzo) handled a refund claim he made to them. What happened Mr K used his Monzo debit card to hire a car abroad on 3 December 2024 from a hire car company I shall call ‘L’. However, he says he was subject to several cha... (4 pages)View decision