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-5616612
29 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5616612 The complaint Miss O complains that Monzo Bank Ltd’s actions in recording a fraud marker against her, had a profound impact on her. She doesn’t believe it has sufficiently compensated her for what happened. What happened A summary of what happened is below. Miss O had an ac... (2 pages)View decision -
Decision Reference DRN-5735295
29 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5735295 The complaint Mr A is unhappy that Monzo Bank Ltd failed to refund his lost funds after he fell victim to what he argues was an authorised push payment (APP) scam. He is also unhappy with the service Monzo provided. What happened The details of this complaint are well known... (3 pages)View decision -
Decision Reference DRN-5591414
29 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5591414 The complaint Mr M complains Monzo Bank Ltd unfairly closed his account with no explanation and didn’t release his funds promptly. What happened The detailed background to this complaint is well known to both Mr M and Monzo. So, I’ll only provide a brief overview of some of... (3 pages)View decision -
Decision Reference DRN-5365560
29 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5365560 The complaint K, a limited company, complains that Monzo Bank Ltd has unfairly declined to refund a transaction made from its account after its director was the victim of a scam. What happened K is represented by its director, Mr Z. Mr Z was using an online marketplace to se... (3 pages)View decision -
Decision Reference DRN-5601152
26 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5601152 The complaint Mr N complains that Monzo Bank Ltd won’t refund money he lost when he was a victim of a scam. Mr N is professionally represented, however, to keep things simple, I’ll refer to Mr N throughout my decision. What happened The circumstances of the scam are well kno... (4 pages)View decision -
Decision Reference DRN-5660126
26 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5660126 The complaint Mr W complains that Monzo Bank Ltd irresponsibly provided him with an overdraft facility that was unaffordable for him. What happened Mr W applied for an overdraft facility in May 2023 and Monzo provided him with a limit of £2,000. Mr W says he shouldn’t have ... (3 pages)View decision -
Decision Reference DRN-5615588
26 Sep 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5615588 The complaint Mr W complains that Monzo Bank Ltd irresponsibly provided him with a loan that was unaffordable for him. What happened Mr W was provided with a loan for £10,000 in May 2023. The loan term was 60 months, and Mr W was required to make 59 monthly repayments of £2... (3 pages)View decision -
Decision Reference DRN-5576908
26 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5576908 The complaint Mr S complains Monzo Bank Ltd allowed fraudulent transactions to debit his account after he’d reported his debit card missing and it was blocked. What happened Mr S reported his debit card stolen on 11 December 2024. He later discovered transactions had been d... (2 pages)View decision -
Decision Reference DRN-5529889
26 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5529889 The complaint Mr M complains that Monzo Bank Ltd won’t reimburse money he says he lost to a scam. What happened In early January 2023, Mr M was looking for a new job. I understand that he needed to secure a job and sponsorship in order to extend his visa following the compl... (4 pages)View decision -
Decision Reference DRN-5797540
26 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5797540 The complaint Mrs S complains that Monzo Bank Ltd (Monzo) closed her account and Flex credit line (Flex) without notice or reason. The deposit paid for her Flex was not given back and used to repay the balance. What happened Mrs S had a bank account with Monzo along with Fl... (3 pages)View decision