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 2587 results
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Decision Reference DRN-5729808
6 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5729808 The complaint Mr B complains that Monzo Bank Ltd (Monzo) won’t refund the money he’s lost as a result of scam. What happened The detailed background to this complaint is well known to both parties and the following is a brief summary of what happened. Mr B is a student and... (4 pages)View decision -
Decision Reference DRN-6055880
6 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6055880 The complaint Miss M complains that Monzo Bank Ltd won’t refund her money she lost when she fell victim to an impersonation scam. Also, about the poor level of service she received when she contacted them about the scam. What happened The detailed background to this complai... (7 pages)View decision -
Decision Reference DRN-5954734
5 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5954734 The complaint Mr S complains that Monzo Bank Ltd won’t refund him money he lost in an investment scam. What happened The circumstances surrounding this complaint are well known to both parties, so I haven’t set them out in detail here. Instead, I’ve summarised what I conside... (3 pages)View decision -
Decision Reference DRN-5968930
5 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5968930 The complaint Miss U complains Monzo Bank Ltd recorded a marker against her on a fraud database. She doesn’t think it’s treated her fairly. She brings this complaint with the help of a representative; however, I will refer to Miss U in my decision because she held the releva... (3 pages)View decision -
Decision Reference DRN-5700734
5 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5700734 The complaint Mr O complains Monzo Bank Ltd recorded a marker against him on a fraud database. He doesn’t think it’s treated him fairly. What happened Mr O opened an account with Monzo in February 2025. The following month he received a payment of £300 from a third party, t... (3 pages)View decision -
Decision Reference DRN-5746241
5 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5746241 The complaint Mr S has complained that Monzo Bank Ltd carried out a hard credit check, without telling him it was going to do so. What happened Mr S applied for an overdraft on his Monzo account, and a ‘hard’ credit check was carried out, which is recorded on his credit file... (2 pages)View decision -
Decision Reference DRN-6052893
5 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6052893 The complaint Miss B is being represented by her partner. She’s complaining about Monzo Bank Ltd because it declined to refund money she lost as a result of fraud. For the sake of convenience, I’ll refer to any comments from her partner as having come from Miss B herself. Wh... (6 pages)View decision -
Decision Reference DRN-5996473
2 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5996473 The complaint Mr H complains Monzo Bank Ltd unfairly loaded him to a fraud database. What happened Mr H received a payment of £100, and the sender of the money told their bank the payment was fraudulent. The sending bank contacted Monzo, and Monzo asked Mr H about the pay... (3 pages)View decision -
Decision Reference DRN-6049009
31 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6049009 The complaint Mr K is unhappy that Monzo Bank Ltd won’t reimburse money he says he lost to a scam. What happened On 16 December 2025 I issued a second provisional decision on this complaint. Due to some significant new information submitted by Mr K, I wanted to give both par... (4 pages)View decision -
Decision Reference DRN-5827354
31 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5827354 The complaint Ms K has complained Monzo Bank Ltd lodged a fraud-related marker on the industry database CIFAS in her name. What happened In May 2024, Monzo received a fraud report from another bank about two payments made into Ms K’s account. These payments were for £1,000 ... (3 pages)View decision