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-5919137
5 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5919137 The complaint Mr S has complained about how Monzo Bank Ltd (Monzo) handled refund claims he made to them. What happened Mr S used his Monzo Debit Card and Monzo Flex Credit Card for several gambling transactions via online websites towards the end of 2023. However he later c... (4 pages)View decision -
Decision Reference DRN-5258619
4 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5258619 Complaint Mr S is unhappy that Monzo Bank Ltd didn’t reimburse him after he reported falling victim to a scam. Background The background to this case is well known to the parties, so I will only summarise the key facts. In early 2024, Mr S fell victim to a job scam. He was a... (4 pages)View decision -
Decision Reference DRN-5646918
4 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5646918 The complaint Mr H complains that Monzo Bank Ltd (‘Monzo’) registered an adverse Cifas marker against him. What happened Mr H had a current account with Monzo. In January 2022, Monzo closed Mr H’s account with two months’ notice. Mr H complained to Monzo in December 2024, ... (3 pages)View decision -
Decision Reference DRN-5732660
4 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5732660 The complaint Miss O complains that Monzo Bank Ltd (‘Monzo’) filed an adverse Cifas marker about her. What happened Miss O had a current account with Monzo. In October 2024, Monzo contacted Miss O regarding a payment of £200 that she’d received from a third party. It sent Mi... (3 pages)View decision -
Decision Reference DRN-5904095
3 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5904095 The complaint Mr L complains that Monzo Bank Ltd (Monzo) has treated him unfairly about disputes raised for transactions made on his debit card for goods. What happened On 17 March 2025, Mr L purchased an item from a merchant who I’ll call A. The item was described as follow... (3 pages)View decision -
Decision Reference DRN-5730395
3 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5730395 The complaint Mrs D complains Monzo Bank Ltd should have stopped her from using her overdraft facility to gamble and transfer funds to other accounts. What happened Mrs D opened an account with Monzo in December 2021 with a £1,000 overdraft facility. Mrs D made a number of ... (4 pages)View decision -
Decision Reference DRN-5877178
3 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5877178 The complaint Miss I is complaining about Monzo Bank Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss I fell victim to a cruel job scam. After responding to a text message claiming to be from a recruiter, she was offered a fake... (4 pages)View decision -
Decision Reference DRN-5921781
3 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5921781 The complaint A company which I’ll call ‘G’ complains that Monzo Bank Ltd won’t refund the money it lost when it was the victim of what it believes was a scam. The complaint is brought on G’s behalf by its director, Mr O. What happened Mr O told us: • In May 2022, he met ... (3 pages)View decision -
Decision Reference DRN-5919662
31 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5919662 The complaint Mr B complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost to an investment scam. Mr B is being represented by solicitors in this complaint. For simplicity, my reference to Mr B in this decision also includes submissions made by his representative... (5 pages)View decision -
Decision Reference DRN-5867826
30 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5867826 The complaint Miss G complains Monzo Bank Ltd unfairly loaded a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against her name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only prov... (4 pages)View decision