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-5822660
25 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5822660 The complaint X complains that Monzo Bank Ltd (‘Monzo’) registered a Cifas marker against him 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 happened here. But, in summary, in Oc... (2 pages)View decision -
Decision Reference DRN-5129545
25 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5129545 The complaint Mr W complains about a number of issues he experienced with Monzo Bank, after he couldn’t access its mobile app or use his debit card. What happened On 8 April 2024, Mr W says he tried to access his Monzo account using its app, but there was some kind of system... (7 pages)View decision -
Decision Reference DRN-5786876
25 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5786876 The complaint Mr A complains Monzo Bank Ltd hasn’t done enough to help get a refund for a transaction on his debit card. What happened In December 2024, Mr A bought a laptop online from a company I’ll call “B”, paying with his Monzo debit card. Having received the laptop, M... (3 pages)View decision -
Decision Reference DRN-5822031
25 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5822031 The complaint Miss K complains that Monzo Bank Ltd won’t refund payments she made as a result of a scam. What happened Miss K was the victim of a job scam involving the following payments with her Monzo account: Ref. Date Description Amount 1 22 September 2024 Payment to... (4 pages)View decision -
Decision Reference DRN-5797750
25 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5797750 The complaint Miss M complains that Monzo Bank Ltd (Monzo) lent to her irresponsibly. What happened Miss M has an overdraft with Monzo, the initial lending decision for an overdraft of £500 was made in July 2023. The credit limit was increased between 2023 and 2024 with the... (4 pages)View decision -
Decision Reference DRN-5304844
25 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5304844 The complaint Mr P complains that Monzo Bank Ltd won’t reimburse money he lost to a scam. What happened The background to this complaint is well known to both parties so I won’t repeat it in detail again here. In summary, in November 2024, Mr P made several payments totallin... (2 pages)View decision -
Decision Reference DRN-5604401
25 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5604401 The complaint Mr A, on behalf of his limited company, M, complains that Monzo Bank Ltd has not refunded money he lost to what he believes was a scam. What happened M entered into a “dropshipping” agreement with a company which I’ll refer to as ‘X’. An initial deposit was pa... (3 pages)View decision -
Decision Reference DRN-5497526
25 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5497526 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 July 2024 Monzo received a fraud report from another bank about a payment made into Mr A’s Monzo account. This payment was for ... (2 pages)View decision -
Decision Reference DRN-5734260
25 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5734260 The complaint Miss W complains that Monzo Bank Ltd (Monzo) lent to her irresponsibly. What happened Miss W has an overdraft with Monzo, the initial lending decision for an overdraft of £250 was made in October 2023. The credit limit was increased between 2023 and 2024 with ... (3 pages)View decision -
Decision Reference DRN-5545965
24 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5545965 The complaint Mr M complains Monzo Bank Ltd unfairly closed his account without a proper explanation. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr M held a M... (3 pages)View decision