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-5776674
23 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5776674 The complaint Mr U complains that Monzo Bank Ltd (“Monzo”) blocked, then closed his account without notice and having regard for his circumstances. Mr U is also unhappy with how long Monzo took to release his balance, and about being asked to provide the same information rep... (4 pages)View decision -
Decision Reference DRN-5790046
23 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5790046 The complaint Mr C complains Monzo Bank Ltd unfairly 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 parties. So, I’ll only provid... (3 pages)View decision -
Decision Reference DRN-5892203
22 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5892203 The complaint Ms A complains that Monzo Bank Ltd, is refusing to refund the money she lost as the result of a scam. What happened The background to this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Ms A says she heard about a... (4 pages)View decision -
Decision Reference DRN-5984676
22 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5984676 The complaint Mr N has complained about Monzo Bank Ltd not refunding several payments he says he made and lost to an authorised push payment (APP) investment scam. Mr N has referred his complaint via a representative, however for ease I will just refer to Mr N throughout. ... (3 pages)View decision -
Decision Reference DRN-5965900
22 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5965900 The complaint Mr A complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. Mr A is being represented by a third party. To keep things simple, I will refer to Mr A throughout my decision. What happened The background of this... (4 pages)View decision -
Decision Reference DRN-6035939
19 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6035939 The complaint Mr W complains that Monzo Bank Limited acted unreasonably in connection with a standing order payment he’d set up. What happened Mr W set up a standing order in respect of his monthly rental costs. He instructed Monzo to make the first payment on 6 July 2025 an... (3 pages)View decision -
Decision Reference DRN-5318344
19 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5318344 The complaint Miss N complains that Monzo Bank Ltd (“Monzo”) won’t refund her the money she lost after she fell victim to a scam. What happened The background to this complaint is well known by both parties, so I won’t repeat it all in detail here. But in summary, I underst... (3 pages)View decision -
Decision Reference DRN-6034967
19 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6034967 The complaint Mr A complains that Monzo Bank Ltd loaded an adverse fraud marker against his name. What happened As the circumstances of this complaint are well known to both parties, I have summarised them briefly below. Mr A held an account with Monzo. In January 2025, Monz... (3 pages)View decision -
Decision Reference DRN-5960388
19 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5960388 The complaint Mr U is unhappy that Monzo Bank Ltd has allowed him to make payments to gambling merchants without any intervention. What happened In August 2025, Mr U had a gambling block on his Monzo current account to prevent him from making gambling transactions as a resul... (3 pages)View decision -
Decision Reference DRN-5771408
19 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5771408 The complaint Mr S complains that Monzo Bank Ltd closed his bank account without notice. What happened Mr S had an account with Monzo. In May 2025, Monzo decided to close Mr S’s account. Mr S says this cut off his access to money at a time when he was especially vulnerable. ... (2 pages)View decision