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-5710546
19 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5710546 The complaint Mr M complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In March 2024, Mr M received a text message from a number he’d never had any contact from before. The message appeared to be intended for someone ... (4 pages)View decision -
Decision Reference DRN-5512630
18 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5512630 The complaint Mr B complains Monzo Bank Limited unfairly blocked and closed his account as it believed he was the victim of a scam. 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 k... (3 pages)View decision -
Decision Reference DRN-5714647
18 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5714647 The complaint Mr H complains that Monzo Bank Ltd has discriminated against his disability by failing to make reasonable adjustments and mishandling a refund to his account. What happened A £32 refund went to Mr H’s closed account, and he said Monzo failed to make adjustment... (3 pages)View decision -
Decision Reference DRN-5459920
18 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5459920 The complaint Ms L complains that Monzo Bank Ltd (“Monzo”) won’t reimburse the money she lost to a third party as part of an investment scam. What happened I’m not going to cover all the points raised in detail. The view of 24 March 2025 covered the timeline of the transact... (3 pages)View decision -
Decision Reference DRN-5640773
18 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5640773 The complaint Mr H complains that when Monzo Bank Ltd recorded a fraud marker against him incorrectly, it had a significant impact on him. He doesn’t think it’s done enough to put things right. What happened A summary of what happened is below. Mr H had an account closed by ... (2 pages)View decision -
Decision Reference DRN-5716869
18 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5716869 The complaint Mr M complains that Monzo Bank Ltd didn’t do enough to help him when he told it about a dispute he had with a merchant over services paid for using his Monzo credit card. What happened On 13 April 2025 Mr M bought two tickets for a football match from an online... (3 pages)View decision -
Decision Reference DRN-5536387
18 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5536387 The complaint Mr C complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he 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, Mr C tells us t... (3 pages)View decision -
Decision Reference DRN-5326427
18 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5326427 The complaint Mr D complains that Monzo Bank Ltd won’t reimburse him with money he lost to a scam. Mr D has brought his complaint with the assistance of a professional representative. For ease, I’ll refer to their submissions as being from Mr D. What happened In June 2024 Mr... (3 pages)View decision -
Decision Reference DRN-5403098
17 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5403098 The complaint Mr M says Monzo Bank Ltd (“Monzo”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mr M says he was awa... (2 pages)View decision -
Decision Reference DRN-5765313
17 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5765313 The complaint Mr P complains that Monzo Bank Ltd failed to advise him properly about an account block and a chargeback dispute. What happened Mr P signed up to a service with a company, W, payable by a subscription plan by recurring card payment. In January 2025 he received ... (3 pages)View decision