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-5092334
11 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5092334 The complaint Miss A complains that Monzo Bank Ltd (Monzo) won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail ... (5 pages)View decision -
Decision Reference DRN-5683344
10 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5683344 The complaint A company, which I’ll refer to as T, complains that Monzo Bank Ltd (“Monzo”) won’t reimburse the funds it lost to a scam. Mr L, who is a director of T, brings the complaint on T’s behalf. As Mr L fell victim to the scam, for ease I have referred to him through... (5 pages)View decision -
Decision Reference DRN-5680411
10 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5680411 The complaint Miss A is complaining that Monzo Bank Ltd hasn’t refunded a payment which she was tricked into making as the result of a scam. What happened Miss A had started selling items on a popular online marketplace. On 2 February 2024, she was contacted by what she thou... (4 pages)View decision -
Decision Reference DRN-5347230
9 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5347230 The complaint Mr W complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database. He doesn’t think it’s treated him fairly and wants the marker removed. What happened Mr W held an account with Monzo. Mr W has explained that he used his Monzo acc... (5 pages)View decision -
Decision Reference DRN-5622381
9 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5622381 The complaint Miss H complains Monzo Bank Ltd provided her with an unaffordable overdraft facility. What happened Monzo provided Miss H with an overdraft facility on the following terms: Date Existing Limit Increase New Limit March 2023 £0 £500 £500 February 2024 £500 £250 ... (5 pages)View decision -
Decision Reference DRN-4936958
9 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4936958 The complaint A company, which I’ll refer to as R, complains that Monzo Bank Ltd (“Monzo”) won’t reimburse the funds it lost to a scam. Mrs W, who is a director of R, brings the complaint on R’s behalf. As Mrs W fell victim to the scam, for ease I have referred to her throu... (5 pages)View decision -
Decision Reference DRN-5313294
8 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5313294 The complaint Mr K complains about a claim he made to Monzo Bank Ltd (Monzo) in respect of a refund not having been received from a merchant. What happened Mr K made a purchase from a merchant, who I’ll call A. He bought a number of things, including an iPhone and the order ... (3 pages)View decision -
Decision Reference DRN-5334365
8 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5334365 The complaint Mr G complains, via a representative, that Monzo Bank Ltd (“Monzo”) won’t refund the money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr G fell victim to a sc... (3 pages)View decision -
Decision Reference DRN-5637435
8 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5637435 The complaint Miss B says that she has a compulsive spending habit which sometimes causes her to spend in an excessive and harmful way. Miss B complains that this spending pattern ought to have been picked up by Monzo Bank Ltd (“Monzo”) and intervention and support offered a... (4 pages)View decision -
Decision Reference DRN-5608852
7 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5608852 The complaint Miss R complains Monzo Bank Ltd recorded a marker against her at Cifas, a national fraud database and closed her account. She doesn’t think it’s treated her fairly. What happened A summary of what happened is below. Miss R had an account with Monzo. In October... (3 pages)View decision