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-5861467
22 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5861467 The complaint Miss M has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In May 2025 Monzo received a fraud report from another bank about a payment made into Miss M’s Monzo account. This payment was f... (2 pages)View decision -
Decision Reference DRN-5664054
22 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5664054 The complaint Mr A complains about the way Monzo Bank Ltd handled a claim he made in respect of a transaction made with his debit card. What happened Mr A says that he was scammed by a company, that refused to provide him with a refund when he cancelled an online subscripti... (3 pages)View decision -
Decision Reference DRN-5645608
22 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5645608 The complaint Mr B is unhappy that Monzo Bank Ltd haven’t refunded money he lost as a result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In around N... (4 pages)View decision -
Decision Reference DRN-5802252
22 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5802252 The complaint Mr A 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 Mr A held an account with Monzo. In March 2024, he received a payment from a third- party, through a... (3 pages)View decision -
Decision Reference DRN-5728644
21 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5728644 The complaint Miss O complains about Monzo Bank Ltd requiring her to email a selfie picture for identification purposes, which she has refused to do, resulting in her being unable to access her account. What happened In May 2025, Miss O had difficulty accessing her account ... (4 pages)View decision -
Decision Reference DRN-5626041
21 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5626041 The complaint Mr B complains Monzo Bank Ltd won’t refund the full amount of money he says he lost to a scam. What happened Mr B complains that from December 2021 he made several payments from his account held with Monzo to what he believed was a legitimate investment. When M... (4 pages)View decision -
Decision Reference DRN-5748909
21 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5748909 The complaint Mrs R complains Monzo Bank Ltd (“Monzo”) failed to protect her from financial harm and prevent her loss when she fell victim to a scam. Mrs R has appointed a professional representative who has brought this complaint on her behalf. However, for ease, I will sim... (3 pages)View decision -
Decision Reference DRN-5893764
21 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5893764 The complaint Mr K is unhappy with the service he received from Monzo Bank Ltd when he called up to close his current account. What happened Mr K called Monzo in June 2025 to close his current account. The adviser told Mr K to withdraw any money still in the account and then... (2 pages)View decision -
Decision Reference DRN-5871662
21 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5871662 The complaint Mr D complains Monzo Bank Ltd (“Monzo”) refuses to refund him for a transaction on his account he says he didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mr D was book... (3 pages)View decision -
Decision Reference DRN-5771283
21 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5771283 The complaint Mr H complains Monzo Bank Ltd recorded a marker against him on a fraud database. He doesn’t think it’s treated him fairly. What happened Mr H held an account with Monzo. In January 2024, he received eight payments from a third- party, through bank transfers. He... (3 pages)View decision