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
-
Decision Reference DRN-5710681
2 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5710681 The complaint Mr A has complained about how Monzo Bank Ltd (Monzo) has handled a refund claim he made to them. What happened Mr A purchased a car from a supplier I shall call ‘D’ in January 2025 using his Monzo debit card to the sum of £6,800. However he says he subsequently... (4 pages)View decision -
Decision Reference DRN-5704518
2 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5704518 The complaint Mr U is unhappy that Monzo Bank Ltd will not refund the money he lost as the result of a recovery scam. What happened As both parties are familiar with the details of the scam, I won’t repeat them in full here. In summary, Mr U made a payment for £446.05 with h... (3 pages)View decision -
Decision Reference DRN-5527914
1 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5527914 The complaint Miss M is unhappy that Monzo Bank Ltd closed her accounts without giving any reason. They then put some refunds she was expecting towards her overdraft balance, rather than returning them to her as she’d been initially promised. Miss M is also unhappy with the ... (4 pages)View decision -
Decision Reference DRN-5652575
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5652575 The complaint Mr L complains that Monzo Bank Ltd (“Monzo”) closed his account without notice and took too long to release his closing balance. What happened Mr L had a current account with Monzo. In June 2024, Monzo decided to review Mr L’s account. Following this Monzo de... (4 pages)View decision -
Decision Reference DRN-5481239
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5481239 THE COMPLAINT Mrs A complains that Monzo Bank Ltd (“Monzo”) will not reimburse her money she says she lost when she fell victim to a scam. Mrs A was represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will refer to Mrs A solely in this decis... (4 pages)View decision -
Decision Reference DRN-5355479
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5355479 The complaint Mr M is unhappy that Monzo Bank Ltd won’t reimburse money he lost to a scam. Mr M is represented by a third-party claims firm, but I will refer to Mr M here. What happened The background to this complaint is well known to both parties, so I won’t repeat every... (3 pages)View decision -
Decision Reference DRN-5609441
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5609441 The complaint Ms R complains that Monzo Bank Ltd hasn’t reimbursed a payment made as part of a scam. What happened In September 2024 Ms R received an email purporting to be from a streaming service she had an account with. Under the guise that Ms R’s payment had been decline... (3 pages)View decision -
Decision Reference DRN-5833676
30 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5833676 The complaint Mr M complains that Monzo Bank Ltd (Monzo) has treated him unfairly about transactions made on his debit card for simulated trading accounts. What happened Mr M purchased a simulated trading account from a merchant who I’ll call T. The payment was made using Mr... (3 pages)View decision -
Decision Reference DRN-5846326
30 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5846326 The complaint Mr P complains about the difficulties he experienced trying to repay his outstanding overdraft balance after Monzo Bank Ltd closed his account. What happened In late December 2023 Monzo wrote to Mr P explaining they would be closing his account in two months’ ... (4 pages)View decision -
Decision Reference DRN-5805438
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5805438 The complaint Mr A complains Monzo Bank Ltd didn’t go enough to help get a refund for a transaction made on his debit card. What happened In December 2024, Mr A paid for a lifetime subscription to an online service with a company I’ll call “B”. Mr A was concerned he wasn’t ... (3 pages)View decision