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-5696236
18 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5696236 The complaint Mr Y has complained about Monzo not refunding several payments he says he made and lost to scams. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary Mr Y says he made payments to differ... (4 pages)View decision -
Decision Reference DRN-5457089
18 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5457089 The complaint Mr D complains Monzo Bank Ltd is holding him liable for payments which he didn’t authorise – and has closed his account. What happened Mr D reports that, around 3am on 31 October 2024, he had been on a night out with friends and was outside the venue by himself... (3 pages)View decision -
Decision Reference DRN-5029344
18 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5029344 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 throughou... (4 pages)View decision -
Decision Reference DRN-5700424
17 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5700424 The complaint Mr I has complained that Monzo Bank Ltd registered a fraud marker against him. What happened In June 2024, Mr I received a £100 payment, which was reported to have come from fraud. Monzo questioned Mr I about this and chased him. Mr I repeatedly looked at his a... (4 pages)View decision -
Decision Reference DRN-5543144
17 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5543144 The complaint Mr E complains Monzo Bank Ltd blocked a £2,000 payment he was making to another account he held elsewhere to which he’d already sent a number of payments without issue. What happened Mr E has an account with Monzo Bank and a number of accounts elsewhere includi... (2 pages)View decision -
Decision Reference DRN-5207243
17 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5207243 The complaint Ms G complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. Ms G has previously been represented by a third party. To keep things simple, I will refer to Ms G throughout my decision. What happened The backgr... (3 pages)View decision -
Decision Reference DRN-5534387
17 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5534387 The complaint Mr C complains that Monzo Bank Ltd trading as Monzo is refusing to refund him the amount he says he lost as the result of a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happened The b... (3 pages)View decision -
Decision Reference DRN-5189838
17 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5189838 The complaint Mr S complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (“APP”) scam. In bringing his complaint to this service Mr S is represented, but for ease of reading I will refer to Mr S throughout this d... (8 pages)View decision -
Decision Reference DRN-5422049
17 Jul 2025 Monzo Bank Ltd Not upheldInvestmentsDRN-5422049 The complaint Ms O complains that while using the mobile application services of Monzo Bank Ltd, she was met with a notice suggesting she had applied for investment services and is concerned about the implications on her credit scoring. What happened Ms O was an existing cu... (2 pages)View decision -
Decision Reference DRN-5302746
17 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5302746 The complaint Mr N complains that Monzo Bank Ltd unfairly loaded a marker about him at Cifas, the national fraud database. He wants the marker removed. What happened Mr N had an account with Monzo. In October 2024, two payments of £120 and £70 were paid into Mr N’s account,... (4 pages)View decision