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-5341303
15 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5341303 The complaint Mr O complains about Monzo Bank Ltd. He is unhappy that Monzo returned £750 to its sender from his account and then closed his account with immediate effect. What happened Mr O says that he had an agreement with an individual to sell some items. On 11 July 20... (2 pages)View decision -
Decision Reference DRN-5332924
15 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5332924 The complaint Miss M complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In December 2024, Miss M received a text message asking if she was interested in a potential job. She replied that she was interested and was ... (3 pages)View decision -
Decision Reference DRN-5405765
14 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5405765 The complaint Mr M complains that Monzo Bank Ltd won’t refund the money he lost to a scam. What happened Mr M was looking to buy a games console from an online marketplace. He found a seller and sent them £100 to purchase one (I understand he may also have agreed to exchange... (3 pages)View decision -
Decision Reference DRN-5755800
14 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5755800 The complaint Miss H complained because Monzo Bank Ltd refused to refund her for a transaction she said she didn’t authorise. What happened On 17 March 2025, Miss H had just arrived abroad on holiday. She contacted Monzo by chat at 12.07pm, and said there had been a payment... (5 pages)View decision -
Decision Reference DRN-5528530
14 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5528530 The complaint Mrs Y complains Monzo Bank Ltd (“Monzo”) failed to protect her from falling victim to an investment scam and refused to refund any of her loss. What happened The facts of this complaint are well-known to both parties, so I won’t repeat them in detail here. In s... (4 pages)View decision -
Decision Reference DRN-5648455
14 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5648455 The complaint Mr Y complains Monzo Bank Ltd unfairly recorded a default against him. What happened Mr Y had an account with Monzo that was closed in June 2023. There was an outstanding balance of around £370 on the account that Mr Y asked Monzo how to pay. Because Mr Y had ... (2 pages)View decision -
Decision Reference DRN-5503995
14 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5503995 The complaint Mr B has complained about a Monzo credit card account, also known as a flex account, that was provided to him by Monzo Bank Limited (“Monzo”). He’s said the card was unaffordable for him and so it should never have been provided in the first place. What happen... (4 pages)View decision -
Decision Reference DRN-5516633
14 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5516633 The complaint Mr O complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened Sometime before September 2022, Mr O saw an advert for an investment company on a social media platform. He clicked on the link and was then conta... (4 pages)View decision -
Decision Reference DRN-5753131
13 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5753131 The complaint Mr S is being represented by solicitors. He’s complaining about Monzo Bank Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr S fell victim to a cruel investment scam. He was added to an online chat with other ‘investo... (6 pages)View decision -
Decision Reference DRN-5528952
13 Aug 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5528952 The complaint Mr B has complained about a personal loan Monzo Bank Limited (“Monzo”) provided to him. He’s said that the loan was unaffordable for him and so it should never have been provided in the first place. What happened Monzo provided Mr B with the loan in October 20... (3 pages)View decision