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-5745019
24 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5745019 The complaint Miss J complains Monzo Bank Limited unfairly closed her account and demanded repayment of her overdraft. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Miss J held a Monzo account, ... (5 pages)View decision -
Decision Reference DRN-5737586
24 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5737586 The complaint Mr L is unhappy Monzo Bank Ltd closed his account and transferred his account balance elsewhere. What happened Monzo notified Mr L on 18 June 2025 that they were closing his account with immediate effect and wouldn’t provide a reason. The closure communication... (4 pages)View decision -
Decision Reference DRN-5777785
24 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5777785 The complaint Mr F has complained about how Monzo Bank Ltd (Monzo) handled a refund claim he made to them. What happened Mr F purchased an electronic gift card from a supplier I shall call ‘G’ using his Monzo debit card in November 2024 to the sum of £108.31. However when he... (4 pages)View decision -
Decision Reference DRN-5377538
24 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5377538 The complaint Ms P has complained about Monzo Bank Ltd not refunding several payments she says she made and lost to a job scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Ms P fell victim to... (3 pages)View decision -
Decision Reference DRN-5730619
24 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5730619 The complaint Miss B complains that Monzo Bank Ltd closed her account without providing a proper explanation. Miss B is also unhappy that Monzo referred her to its well-being support team. To put things right, Miss B would like the account to be re-opened and compensated fo... (3 pages)View decision -
Decision Reference DRN-5734294
24 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5734294 The complaint Miss W complains Monzo Bank Limited (Monzo) failed to carry out sufficient financial checks before it approved credit card facilities for her. What happened Miss W says Monzo approved “Flex” credit card accounts for her in June 2023 with a credit limit of £2,00... (4 pages)View decision -
Decision Reference DRN-5281467
23 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5281467 The complaint Ms S complains about Monzo Bank Ltd. She says that Monzo didn’t do enough to protect her when she fell victim to a scam and would like it to refund her the money she has lost. What happened Ms S unfortunately fell victim to a safe account scam and has lost £9... (3 pages)View decision -
Decision Reference DRN-5628925
23 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5628925 The complaint Mrs C complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost to a scam. What happened The background is known to both parties, so I won’t repeat all the details here. In summary, Mrs C says she was a first-time seller on a well-known online mar... (3 pages)View decision -
Decision Reference DRN-5541976
23 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5541976 The complaint Ms O complains Monzo Bank Ltd has recorded her personal details with Cifas – a fraud prevention database - and won’t remove them. What happened On 18 January 2025, Ms O received a payment of £998 into her Monzo account. On the same day, Monzo received notifica... (3 pages)View decision -
Decision Reference DRN-5322793
23 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5322793 THE COMPLAINT Ms D complains that Monzo Bank Ltd (“Monzo”) will not reimburse her money she says she lost due to fraud. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in detail. However, I wil... (3 pages)View decision