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-5674548
7 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5674548 The complaint Mr O complains that Monzo Bank Ltd blocked and then closed his account with it, and that it placed a fraud marker with CIFAS, the UK’s main fraud alert and prevention service. What happened Mr O received a number of payments into his Monzo account in March 2024... (2 pages)View decision -
Decision Reference DRN-5489113
7 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5489113 The complaint Mr H complains that despite asking Monzo Bank Ltd to place a gambling block on his account, transactions were still permitted causing him financial harm. What happened Mr H holds an account with Monzo. In November 2024, he asked Monzo to place a block on gambli... (3 pages)View decision -
Decision Reference DRN-5666900
4 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5666900 The complaint Mr G and Miss L say that Monzo Bank Ltd didn’t do enough to protect Miss L when she became the victim of a scam and would like Monzo to refund the money that she lost. What happened Mr G and Miss L hold a joint account with Monzo, so have brought this complain... (6 pages)View decision -
Decision Reference DRN-5331911
4 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5331911 The complaint Miss M complains that Monzo Bank Ltd has declined to reimburse payments she says she didn’t make or allow anyone else to make. What happened Miss M is disputing several payments totalling almost £4,500 made in June 2024 using her Apple Pay to a cryptocurrency p... (2 pages)View decision -
Decision Reference DRN-5627074
4 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5627074 The complaint Mr P, who is represented by a third party, complained to Monzo Bank Ltd (‘Monzo’) in February 2024 about an overdraft facility that had first been agreed in August 2021. Mr P says Monzo acted irresponsibly in providing him with the overdraft facility and that ... (3 pages)View decision -
Decision Reference DRN-5626165
4 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5626165 The complaint Mr F complains Monzo Bank Ltd unfairly closed his account and applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to both partie... (4 pages)View decision -
Decision Reference DRN-5079726
3 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5079726 The complaint Ms O complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of a scam. Ms O is being represented by a firm I’ll refer to as ‘S’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some... (4 pages)View decision -
Decision Reference DRN-5344041
3 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5344041 The complaint Mr L complains that Monzo Bank Ltd closed his bank account. What happened Mr L had an account with Monzo. On 26 June 2024, Monzo closed Mr L’s account. Mr L wants to know why Monzo did this. He’s also says he’s unhappy that Monzo didn’t let him talk about thing... (2 pages)View decision -
Decision Reference DRN-5350487
3 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5350487 The complaint Miss K is unhappy with that Monzo Bank Ltd wouldn’t allow her to conduct a balance transfer to her credit card account and with the service she’d received from Monzo surrounding this. What happened In June 2022, Miss K successfully applied to Monzo for a credit... (3 pages)View decision -
Decision Reference DRN-5666297
3 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5666297 The complaint Mr B complains that Monzo Bank Ltd (‘Monzo’) registered a Cifas marker against him without due cause. What happened I wrote to both parties in May 2025 to outline my initial thoughts on the complaint, as I was minded to come to a different outcome to our invest... (4 pages)View decision