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 2587 results
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Decision Reference DRN-5927059
14 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5927059 The complaint Miss V complains Monzo Bank Ltd recorded a marker against her on a fraud database. She doesn’t think it’s treated her fairly. She brings this complaint with the help of a representative; however, I will mostly refer to Miss V in my decision because she held the... (4 pages)View decision -
Decision Reference DRN-6033357
14 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6033357 The complaint Mr J has complained that Monzo Bank Ltd won’t refund money he says he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. ... (4 pages)View decision -
Decision Reference DRN-5890702
13 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5890702 The complaint Mr A complained about the way Monzo Bank Ltd dealt with a claim for money back for payments he made using his debit card. What happened Mr A has explained that he has a compulsive spending problem which can result in him gambling in a harmful way. As a result,... (3 pages)View decision -
Decision Reference DRN-5895089
13 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5895089 The complaint Mr W has complained that Monzo Bank Ltd unfairly closed his account. What happened Mr W had an account with Monzo, with an overdraft limit of £500. In May 2025, Monzo received a bankruptcy proposal from the Insolvency Service, and told Mr W that, if the proposa... (3 pages)View decision -
Decision Reference DRN-6070803
12 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6070803 The complaint Mr G complains about a claim he made to Monzo Bank Ltd (‘Monzo’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with minimum formality. Mr G b... (4 pages)View decision -
Decision Reference DRN-5895480
9 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5895480 The complaint Mr M complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost to an investment scam. He’s represented by a firm of solicitors. For simplicity, I’ll refer to Mr M throughout this decision. What happened The background is known to both parties, so I... (3 pages)View decision -
Decision Reference DRN-5744404
9 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5744404 The complaint Ms A complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In April 2025, Ms A found a training course she was interested in taking online. She checked the website and social media pro... (3 pages)View decision -
Decision Reference DRN-5652938
8 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5652938 The complaint Miss S 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 S fell victim to a cruel investment scam. After meeting a scammer online and speaking ... (6 pages)View decision -
Decision Reference DRN-5633903
8 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5633903 The complaint A company that I will refer to as D, complains that Monzo Bank Ltd unfairly closed its account without providing a proper explanation and stopped it from accessing money held in the account. Mr D a director of D, brings the complaint on behalf of D. What happ... (4 pages)View decision -
Decision Reference DRN-5667374
8 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5667374 The complaint A company that I will refer to as A, complains that that Monzo bank Ltd unfairly closed its account without providing a proper explanation and stopped it from accessing money held in the account. Mr D a director of A, brings the complaint on behalf of A. What... (4 pages)View decision