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-5576066
30 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5576066 The complaint Mr N complains that Monzo Bank Ltd defaulted his account incorrectly. What happened My provisional decision of 15 July 2025 set out the background to this complaint: “Monzo decided to close Mr N’s current account and notified him it would be closed in October 2... (4 pages)View decision -
Decision Reference DRN-5191055
30 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5191055 The complaint Mrs G complains that Monzo Bank Ltd (Monzo) won’t reimburse her for payments she made to a scam. What happened On 29 November 2023 after Mrs G clicked a link in an email and entered some payment details, she received a call from a scammer claiming to be from t... (3 pages)View decision -
Decision Reference DRN-5546390
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5546390 The complaint Mrs P complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) scam. Mrs P has brought her complaint with the assistance of a professional representative. For ease of reading, I will refer to... (3 pages)View decision -
Decision Reference DRN-5705692
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5705692 The complaint Mr D complains that Monzo Bank Ltd did not treat him fairly when he needed help from it. What happened Mr D says he asked Monzo for help in March 2024, but he wasn’t treated fairly or given appropriate support. He says the compensation paid by Monzo doesn’t go ... (2 pages)View decision -
Decision Reference DRN-5714550
29 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5714550 The complaint Mr G complains that Monzo Bank Ltd unreasonably declined to refund disputed transactions that debited his account after he was targeted in a nightclub overseas. He’d like the money refunded. What happened On 26 April 2025, Mr G says he was out at a nightclub... (6 pages)View decision -
Decision Reference DRN-5536170
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5536170 The complaint Miss K complains Monzo Bank Ltd didn’t explain that any international payments she sent would be sent using Wise. She also complains Monzo Bank Ltd told her to contact Wise when her payment didn’t arrive at its intended destination about what had gone wrong. Wha... (2 pages)View decision -
Decision Reference DRN-5721947
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5721947 The complaint Mr 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 A summary of what happened is below. Mr A had an account with Monzo. In January 2025... (3 pages)View decision -
Decision Reference DRN-5336244
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5336244 The complaint Mr J is unhappy Monzo Bank Ltd (Monzo) closed his account without giving him a reason why. What happened The facts of this case are well known to both parties, so I have summarised below. Monzo notified Mr J on 29 April 2024 that it would be closing his accou... (3 pages)View decision -
Decision Reference DRN-5721605
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5721605 The complaint Mr M complains Monzo Bank Ltd failed to identify and take any action when he began spending compulsively. He believes he’s lost out as a result and would like Monzo to compensate him this. Note: Whilst Mr M has brought this complaint with the assistance of a re... (3 pages)View decision -
Decision Reference DRN-5258769
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5258769 The complaint Mr K complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr K says that following a phishing email he received a call from someone purporting to be from Monzo’s fraud department on 27 June 2024... (3 pages)View decision