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-5746696
11 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5746696 The complaint Ms K complains Monzo Bank Ltd (Monzo) unfairly closed her account and loaded a Cifas marker on the National Fraud Database. She wants the marker removed. What happened Ms K opened an account with Monzo in September 2024. In March 2025 Monzo reviewed her account... (2 pages)View decision -
Decision Reference DRN-5605585
11 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5605585 The complaint Mr J is unhappy Monzo Bank Ltd will not refund the money he lost as the result of an APP (authorised push payment) scam. What happened As both parties are aware of the details of the scam, I will not repeat them in full here. In summary, Mr J fell victim to a j... (4 pages)View decision -
Decision Reference DRN-5287435
11 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5287435 The complaint A complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr A had an account with Monzo. In January 2024, it was credited with a payment from a ... (3 pages)View decision -
Decision Reference DRN-5757187
11 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5757187 The complaint Ms S complains Monzo Bank Ltd won’t refund transactions made from her account which she says she didn’t make or authorise. What happened Ms S is disputing several transactions which debited her account totalling about £4,000 between 3 March 2025 and 27 April 2... (3 pages)View decision -
Decision Reference DRN-5590042
11 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5590042 The complaint Mr A complains that Monzo Bank Ltd didn’t refund him the money he lost, to what he believed to be an Authorised Push Payment (“APP”) investment scam. In bringing his complaint to this service Mr A is represented, but for ease of reading I will refer to Mr A, i... (4 pages)View decision -
Decision Reference DRN-5692466
11 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5692466 The complaint Mr A complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of what he feels was a scam. What happened Sometime before May 2022, Mr A was told about an investment opportunity by someone he had known for a number of years. Mr A unde... (3 pages)View decision -
Decision Reference DRN-5597918
10 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5597918 The complaint Mr N is unhappy Monzo Bank Ltd will not refund the money he lost as the result of a scam. Mr N brought his complaint to this service through a representative. For ease of reading, I will refer solely to Mr N in this decision. What happened As both parties are ... (5 pages)View decision -
Decision Reference DRN-5797926
10 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5797926 The complaint Miss B complains that Monzo Bank Ltd wrongly gave her notice that it was closing her account and that it required her to repay credit card debt. What happened At the relevant time, Miss B held an account with Monzo. On 1 June 2025 it gave her notice that it wou... (2 pages)View decision -
Decision Reference DRN-5355267
10 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5355267 The complaint Mr D complains that Monzo Bank Ltd won’t refund payments he made as a result of a scam. What happened In summary, Mr D was the victim of an investment scam, where he was duped by fraudsters into sending several payments between July and September 2024 from his ... (3 pages)View decision -
Decision Reference DRN-5211347
9 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5211347 The complaint Mr G complains that Monzo Bank Ltd will not refund money he lost when he was a victim of an investment scam. What happened In 2024 Mr G came across an investment firm – which I will refer to as ‘T’ - on the internet and enquired about their services. He was the... (5 pages)View decision