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-5709932
24 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5709932 The complaint Mr N complains that a payment to a third-party building society was due to be taken from his account with Monzo Bank Ltd despite not having mortgage account with the building society. He says the payment would’ve been taken had he not seen and cancelled it. Mr ... (3 pages)View decision -
Decision Reference DRN-5505959
23 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5505959 The complaint Mr G complains that Monzo Bank Ltd will not refund money he lost to a scam. What happened Mr G said he made the following payments as a result of a safe account scam. Payment Date Time Type of transaction Amount 1 13 September 2023 17:00 Card payment £3,900 2 1... (4 pages)View decision -
Decision Reference DRN-5663186
23 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5663186 The complaint Miss B complains about how Monzo Bank Ltd handled her request for help in getting a refund for a transaction made on her debit card, and that it later decided to close her current account. What happened In January 2025, Miss B bought an item from a company I’l... (3 pages)View decision -
Decision Reference DRN-5258436
23 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5258436 The complaint Mr Y complains Monzo Bank Ltd (“Monzo”) irresponsibly lent him an overdraft facility, and increased the limit when they shouldn’t have. What happened In January 2023, Mr Y applied for an overdraft with Monzo. The application was approved, and he was provided w... (3 pages)View decision -
Decision Reference DRN-5040974
22 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5040974 The complaint Miss R complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (APP) scam. In bringing her complaint to this service Miss R is represented, but for ease of reading I will refer to Miss R throughout ... (5 pages)View decision -
Decision Reference DRN-5707710
22 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5707710 The complaint Ms F complains that Monzo Bank Ltd won’t refund the money she lost as the result of a scam. What happened The background to the scam is well known to the parties, so I’ll simply summarise it here. Briefly, in July 2024, Ms F received a phone call from someone c... (4 pages)View decision -
Decision Reference DRN-5280500
22 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5280500 The complaint Mr H complains Monzo Bank Ltd won’t refund payments he made when he fell victim to a blackmail scam. What happened Mr H had been speaking to someone online, and they went on to threaten him that they would share private information if he didn’t pay them. On 20 ... (2 pages)View decision -
Decision Reference DRN-5375432
22 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5375432 The complaint Mr W complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded the money he lost when he fell victim to a cryptocurrency investment scam. What happened Around the start of September 2023, Mr W was introduced to an investment opportunity – which I’ll refer to as ‘... (4 pages)View decision -
Decision Reference DRN-5695749
21 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5695749 The complaint Mr W complains Monzo Bank Ltd didn’t do enough to help get refunds for transactions charged to his debit card. What happened In October 2024, Mr W says a company which I’ll call “P” applied a charge to his Monzo debit card for more than he’d agreed. In Decembe... (3 pages)View decision -
Decision Reference DRN-5547554
21 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5547554 The complaint Mr M 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 M had an account with Monzo. In January 2025, it was credited with payments from ... (3 pages)View decision