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 2587 results
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Decision Reference DRN-6060305
16 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6060305 The complaint Mr M complains Monzo Bank Ltd unfairly defaulted his current account due to an outstanding overdraft. What happened The background to this complaint is well known to both parties, so I won’t repeat it at length here. In summary, Mr M opened a current account w... (2 pages)View decision -
Decision Reference DRN-5966963
16 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5966963 The complaint Mr F complains Monzo Bank Ltd didn’t do enough to help get a refund for a transaction he made using his debit card. What happened In February 2025, Mr F was locked out of his property, so called a locksmith from a company I’ll refer to as T. Mr F says after ve... (4 pages)View decision -
Decision Reference DRN-5951986
16 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5951986 The complaint Ms G has complained about the way Monzo Bank Ltd (‘Monzo’) dealt with her claim for money back in relation to a purchase she made using her debit card. What happened Ms G purchased a camera stand for £114, using her Monzo debit card, from a business I’ll call ... (4 pages)View decision -
Decision Reference DRN-5815185
16 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5815185 The complaint Monzo Bank Ltd (‘Monzo’) provided Mr G with an overdraft in 2021. Mr G says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’... (2 pages)View decision -
Decision Reference DRN-6051795
15 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6051795 The complaint Mr A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr A opened an account with Monzo in January 2024. In May 2024 Monzo received a fraud report from one of their customers about 15 ... (3 pages)View decision -
Decision Reference DRN-5794920
15 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5794920 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) won’t refund him money, which he says he lost to a scam. In bringing his complaint to this service Mr S is represented, but for ease of reading I will refer to Mr S, throughout this decision. What happened The back... (6 pages)View decision -
Decision Reference DRN-6081768
15 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6081768 The complaint Mr P is unhappy with Monzo Bank Ltd. Mr P said he is vulnerable to gambling harm and took serious steps to protect himself. Yet in August and September 2025 more than £12,000 left Mr P’s Monzo account and went to a merchant he could use for online gambling. W... (4 pages)View decision -
Decision Reference DRN-6041463
15 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6041463 The complaint Mr L is unhappy that Monzo Bank Ltd won’t reimburse money he lost to a scam. What happened The detailed background to this complaint is well known to both parties and has been previously set out by the investigator in their assessment. So, I won’t repeat it ag... (4 pages)View decision -
Decision Reference DRN-6059551
14 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6059551 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr S has explained that between Apr... (2 pages)View decision -
Decision Reference DRN-5804281
14 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5804281 The complaint Mr C complains about Monzo Bank Ltd and how it handled a payment review and the subsequent closure of his account. What happened Mr C had an account with Monzo. He has several accounts elsewhere too. Mr C says he tried to make a £5,000 payment from his account ... (2 pages)View decision