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-5694373
28 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5694373 The complaint Miss E complains that Monzo Bank Ltd won’t refund her money that she believes was lost to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties and has been laid out in detail by our Investigator ... (4 pages)View decision -
Decision Reference DRN-5397726
28 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5397726 The complaint Mr D complains that Monzo Bank Ltd (‘Monzo’) allowed gambling transactions to be made on his account and won’t refund them. What happened In February 2024, Mr D opened a Monzo account. Between 14 April and 22 May 2024 he made multiple payments through a paymen... (3 pages)View decision -
Decision Reference DRN-5798641
27 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5798641 The complaint Mrs A complains Monzo Bank Ltd recorded a marker against her on a fraud database and closed her account. She doesn’t think it’s treated her fairly. What happened A summary of what happened is below. Mrs A held an account with Monzo. In October 2024, it was cre... (3 pages)View decision -
Decision Reference DRN-5706253
27 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5706253 The complaint Miss C complains that Monzo Bank Ltd lent irresponsibly when it approved her credit card application. What happened Miss C applied for a Monzo credit card in July 2023. In her application Miss C said she had an annual income of £40,000 that Monzo calculated le... (2 pages)View decision -
Decision Reference DRN-5760950
27 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5760950 The complaint Mr M 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 M held an account with Monzo. In April 2025, it was credited... (3 pages)View decision -
Decision Reference DRN-5738080
27 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5738080 The complaint Mr E complains that Monzo Bank Ltd (Monzo) acted irresponsibly when they agreed to him having a revolving credit facility and subsequent credit limit increase. What happened In March 2022 Mr E applied for a Flex account with Monzo. His application was successfu... (4 pages)View decision -
Decision Reference DRN-5389146
27 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5389146 The complaint Mr B complains that Monzo Bank Ltd has unfairly declined to refund a transaction made from his account after he was the victim of a scam. What happened In July 2024, Mr B says he was tricked into disclosing his debit card information relating to an account he h... (3 pages)View decision -
Decision Reference DRN-5721828
27 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5721828 The complaint Miss A is complaining that Monzo Bank Ltd hasn’t refunded payments she was tricked into making as part of a scam. What happened Miss A was selling an item on a popular online marketplace. In June 2024, she was contacted by what she thought was the marketplace (... (4 pages)View decision -
Decision Reference DRN-5793325
24 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5793325 The complaint Mrs D complains that Monzo Bank Ltd (Monzo) won’t refund money she lost when she was the victim of a scam. The complaint is brought on Mrs D’s behalf by a professional representative. For ease of reading, I will refer to the actions and comments of the profess... (3 pages)View decision -
Decision Reference DRN-5886680
24 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5886680 The complaint Mr R has complained about how Monzo Bank Ltd (Monzo) handled a refund claim he made. What happened Mr R made a series of transactions between August 2024 and March 2025 to an online gambling site, which I’ll call ‘Z’, totalling £10,833.40. He says the site has ... (3 pages)View decision