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-5458471
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5458471 The complaint Ms B has complained that Monzo Bank Ltd (Monzo) are holding her liable for a loan that she did not take out and disputes authorising the payments from her account. What happened Ms B said she fell victim to a scam after expressing an interest in an investment ... (4 pages)View decision -
Decision Reference DRN-5850546
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5850546 The complaint Ms B has complained that Monzo Bank Ltd won’t refund the money she says she lost in a scam. What happened In 2024, Ms B complained to Monzo via representatives. Her representatives said that Ms B’s payments to her own cryptocurrency account made between early 2... (3 pages)View decision -
Decision Reference DRN-5531568
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5531568 The complaint Mrs P complains Monzo Bank Ltd unfairly closed her account and returned funds to sender. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mrs P held a Monzo account and on 9 August 20... (3 pages)View decision -
Decision Reference DRN-5722877
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5722877 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 In February 2025 Monzo received a fraud report from another bank about a payment made into Mr A’s Monzo account. This payment was ... (2 pages)View decision -
Decision Reference DRN-5848349
30 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5848349 The complaint Mrs V complains Monzo Bank Ltd irresponsibly lent to her and is unhappy with the service she received from them after raising a complaint. What happened In September 2022, Mrs V opened a Flex account with Monzo. The initial limit was for £500. In July 2023 th... (3 pages)View decision -
Decision Reference DRN-5292988
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5292988 The complaint A company, which I’ll refer to as L, complains that Monzo Bank t Ltd won’t reimburse it after it sent funds to an online auction site, that it now considers to have been a scam. Mrs J, who is the director of L, brings the complaint on L’s behalf via a professio... (3 pages)View decision -
Decision Reference DRN-5559257
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5559257 The complaint Mr D complains that Monzo Bank Ltd (‘Monzo’) blocked his account. Mr D adds that Monzo’s actions caused him and his family severe distress, inconvenience, and financial difficulty. What happened Mr D had an account with Monzo. At the beginning of January 2025... (3 pages)View decision -
Decision Reference DRN-5612183
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5612183 The complaint Mr O complains Monzo Bank Ltd has recorded his personal details with Cifas – a fraud prevention database – and won’t remove them. What happened On 17 January 2025, Mr O received two payments into his Monzo account for £500 and £400. Monzo received notification... (3 pages)View decision -
Decision Reference DRN-5838826
30 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5838826 The complaint Mr B complains that Monzo Bank Ltd failed to pursue a chargeback and didn’t provide proper support. What happened In May 2025 Mr B deposited money with an online gambling company totalling in excess of £1,600. He had previously told Monzo he had a gambling addi... (3 pages)View decision -
Decision Reference DRN-5540021
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5540021 The complaint Mr B complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to a purchase scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In summary, on 4 December 2024, Mr B attem... (3 pages)View decision