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-5655710
24 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5655710 The complaint Miss C complains Monzo Bank Ltd allowed her to deposit approximately £20,000 and gamble it on online casinos sometimes depositing thousands of pounds in minutes. What happened Miss C opened an account with Monzo in August 2024. She’s told us that she has a gamb... (2 pages)View decision -
Decision Reference DRN-5585900
24 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5585900 The complaint Miss R complains Monzo Bank Ltd didn’t do enough to protect her when she fell victim to a crypto investment scam. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Miss R fell victim to a ta... (4 pages)View decision -
Decision Reference DRN-5903109
24 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5903109 The complaint Mr F complains that Monzo Bank Ltd unfairly applied an adverse fraud marker against his name and closed his account. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr F held an account ... (3 pages)View decision -
Decision Reference DRN-5819151
24 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5819151 The complaint Mr A complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In late 2020, Mr A says he started investing with a cryptocurrency investment company. He says he understood cryptocurrency he purchased would be ... (2 pages)View decision -
Decision Reference DRN-5800474
23 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5800474 THE COMPLAINT Mr M complains that Monzo Bank Ltd (“Monzo”) will not reimburse him money he says he lost when he fell victim to a scam. Mr M is represented by Refundee in this matter. However, where appropriate, I will refer to Mr M solely in this decision for ease of readi... (3 pages)View decision -
Decision Reference DRN-5771547
23 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5771547 The complaint Mr A is unhappy with Monzo Bank Ltd. He said his credit file had been defaulted unfairly. Mr A felt Monzo had given him inadequate support as a vulnerable customer. And he was unhappy with the sudden and unexplained closure of his Monzo account. What happened... (6 pages)View decision -
Decision Reference DRN-5773033
23 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5773033 The complaint Mr F complains that Monzo Bank Ltd closed his account without providing a proper explanation. What happened Mr F had a current account with Monzo, which he used to pay for everyday expenses. In late 2024, Mr F contacted Monzo and raised a dispute regarding no... (3 pages)View decision -
Decision Reference DRN-5607194
23 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5607194 The complaint Mr H complains Monzo Bank Ltd unfairly closed his account and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to bot... (4 pages)View decision -
Decision Reference DRN-5896333
23 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5896333 The complaint Miss J complains Monzo Bank Ltd unfairly loaded her details to a fraud database. What happened Miss J had an account with another bank, S, and this account was closed. Miss J did some research and found Monzo had loaded her details to a fraud database. Miss ... (3 pages)View decision -
Decision Reference DRN-5717559
23 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5717559 The complaint Mr O complains that Monzo Bank Ltd didn’t do enough to prevent him losing money to a scam. Mr O has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr O himself where I also mean the representative. What happe... (3 pages)View decision