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-5479090
22 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5479090 The complaint Mrs I complains Monzo Bank Ltd (“Monzo”) closed her account and applied an adverse fraud marker against her. Mrs I adds she couldn’t properly deal with Monzo’s queries leading up to the closure due to the severity and sensitivity of her personal circumstances a... (2 pages)View decision -
Decision Reference DRN-5551820
22 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5551820 The complaint Mr S is unhappy Monzo Bank Ltd won’t reimburse money he lost to a scam. What happened Mr S was looking to purchase flights online. He came across an advert on social media for a travel agency (“T”). He agreed to purchase a flight from it. He provided his card ... (2 pages)View decision -
Decision Reference DRN-5748649
22 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5748649 The complaint Miss T complains that Monzo Bank Ltd (Monzo) failed to apply preventative measures to her bank account which allowed her to gamble over £3,000. As a resolution, she would like Monzo to take some responsibility by refunding the transactions. What happened For a... (3 pages)View decision -
Decision Reference DRN-5375213
22 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5375213 The complaint Miss D is being represented by solicitors. She’s complaining about Monzo Bank Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss D fell victim to a cruel scam whereby someone she met online and believed she’d formed... (4 pages)View decision -
Decision Reference DRN-5728090
22 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5728090 The complaint Miss A complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In August 2024, Miss A was looking to buy flight tickets online and was contacted by someone who said they worked for a well-known travel webs... (3 pages)View decision -
Decision Reference DRN-5448619
22 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5448619 The complaint Miss A complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost after falling victim to a scam. What happened Miss A found an investment on a social media site through an individual I’ll refer to as S. In April 2024, Miss A made an initial inve... (3 pages)View decision -
Decision Reference DRN-5623935
19 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5623935 The complaint Mrs A complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mrs A was con... (2 pages)View decision -
Decision Reference DRN-5692289
19 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5692289 The complaint Mr A complains Monzo Bank Ltd recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr A held an account with Monzo. On 10 February 2024, he received £70 from a third party, through a ... (3 pages)View decision -
Decision Reference DRN-5578928
19 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5578928 The complaint Mr B complains that Monzo Bank Ltd didn’t do enough to protect him from being a victim of fraud and then didn’t agree to refund his losses. Mr B wants his losses refunded along with statutory interest. Mr B is represented by a third party but for ease of refere... (4 pages)View decision -
Decision Reference DRN-5406412
19 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5406412 The complaint Miss S complains that Monzo Bank Ltd hasn’t refunded an unauthorised card payment on her account. What happened Miss S was selling items on an app she hadn’t used before when she was contacted by someone asking her to email them an item’s photos, as they couldn... (2 pages)View decision