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-5875364
10 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5875364 The complaint Mr P complains that Monzo Bank Ltd hasn’t refunded him for an item he purchased using his debit card, that he didn’t receive. What happened On 23 February 2025 Mr P made a purchase for some hair products that totalled around £112 using his debit card. He later... (5 pages)View decision -
Decision Reference DRN-5868103
10 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5868103 The complaint Miss S complains that Monzo Bank Ltd won’t refund money she says she lost to an investment scam. Miss S is professionally represented, however, to keep things simple, I’ll refer to Miss S throughout my decision. What happened The details of the complaint are we... (2 pages)View decision -
Decision Reference DRN-5481312
10 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5481312 The complaint Mr S complains that Monzo Bank Ltd (‘Monzo’) registered a Cifas marker against his name and closed his account without due cause. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happen... (3 pages)View decision -
Decision Reference DRN-5794663
10 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5794663 The complaint Mrs G complains that Monzo Bank Ltd (‘Monzo’), hasn’t reimbursed the money she believes she lost to an authorised push payment (‘APP’) scam. What happened The details of this case are well-known to both parties, so I don’t need to repeat them at length here. ... (6 pages)View decision -
Decision Reference DRN-5560171
10 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5560171 The complaint and background Mrs F is unhappy Monzo Bank Ltd (‘Monzo’) won’t reimburse £1,000 that she lost when she fell victim to a cryptocurrency investment scam. Our investigator didn’t uphold the complaint. She didn’t think any of the payments looked suspicious such th... (2 pages)View decision -
Decision Reference DRN-5582743
9 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5582743 The complaint Miss L complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of two scams. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2021 Miss L saw an advert online... (5 pages)View decision -
Decision Reference DRN-5554339
9 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5554339 The complaint Mr T has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened In 2024, Mr T matched with a scammer on a dating app. The scammer fostered an online relationship with Mr T and persuaded him to invest in a fak... (3 pages)View decision -
Decision Reference DRN-5741013
9 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5741013 The complaint Mr S complains that Monzo Bank Ltd (Monzo) was irresponsible for approving a personal current account overdraft, as it was unaffordable for him. Mr S also complains that the cost of monthly fees means he’s now unable to repay the overdraft. What happened Mr S ... (4 pages)View decision -
Decision Reference DRN-5659236
9 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5659236 The complaint Mr B complains that Monzo Bank Ltd didn’t properly pursue his claim in respect of a breach of contract with a merchant. What happened On 5 October 2024 Mr B agreed to have replacement windows installed at a cost of £4,788 and paid a deposit of £800. A survey wa... (3 pages)View decision -
Decision Reference DRN-5711545
9 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5711545 The complaint Ms F complains that Monzo Bank Ltd (Monzo) won’t refund the money she lost to a job and investment scam. Ms F is represented in this complaint, but I’ll refer to her as it’s her complaint. What happened Ms F explains that, at the time of this scam, she was vul... (5 pages)View decision