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-5634723
12 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5634723 The complaint Miss M has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In August 2024 Monzo received a fraud report from another bank about a payment made into Miss M’s Monzo account. This payment wa... (2 pages)View decision -
Decision Reference DRN-5211830
12 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5211830 The complaint Mr S complains that Monzo Bank Ltd (Monzo) didn’t do enough to protect him from financial harm caused by an investment 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 ... (5 pages)View decision -
Decision Reference DRN-5280605
12 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5280605 The complaint Mr G is unhappy that Monzo Bank Ltd (“Monzo”) didn’t reimburse him after he fell victim to a scam. Mr G has brought his complaint with the assistance of a professional representative. For ease of reading, I will refer to Mr G in the main throughout this decisi... (3 pages)View decision -
Decision Reference DRN-5811203
12 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5811203 The complaint Miss M complains Monzo Bank Ltd recorded a marker against her at Cifas, a national fraud database and closed her account. She doesn’t think it’s treated her fairly. What happened I issued a provisional decision on this case, explaining why I didn’t intend to u... (4 pages)View decision -
Decision Reference DRN-5528187
12 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5528187 The complaint Mr T complains Monzo Bank Ltd (‘Monzo’) hasn’t reimbursed him after he fell victim to a cryptocurrency investment scam. Mr T’s complaint is brought through professional representatives. But for ease I’ll refer to Mr T throughout this decision. What happened B... (3 pages)View decision -
Decision Reference DRN-5267160
12 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5267160 The complaint Mr B complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost to a scam. He’s being represented. To keep things simple, I’ll refer to Mr B throughout this decision. What happened The background is known to both parties, so I won’t repeat all the d... (2 pages)View decision -
Decision Reference DRN-5791816
11 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5791816 The complaint Mr E complained about the actions taken by Monzo Bank Ltd when it blocked a payment he wanted to make. What happened In April 2025, Mr E tried to transfer an amount from his account to pay his credit card. Monzo flagged the payment for further security checks ... (4 pages)View decision -
Decision Reference DRN-5740552
11 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5740552 The complaint Mr B has complained Monzo Bank Ltd won’t refund him for transactions that he didn’t authorise. What happened In June 2025 Mr B complained to Monzo that there were 18 transactions made from his account that he’d not authorised. These had been made through anothe... (3 pages)View decision -
Decision Reference DRN-5675554
11 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5675554 The complaint Miss V is unhappy Monzo Bank Ltd will not refund the money she lost as the result of an APP (authorised push payment) scam. Miss W brought her complaint to this service through a representative. For ease of reading, I will refer solely to Miss V in this decisio... (5 pages)View decision -
Decision Reference DRN-5756314
11 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5756314 The complaint Miss F complains that Monzo Bank Ltd trading as Monzo (“Monzo”) won’t reimburse funds she lost as part of a scam. What happened The background to this complaint is well known to both parties so I won’t repeat it in detail here. But, I understand it to be as fol... (4 pages)View decision