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-5756211
19 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5756211 The complaint Mr N 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-5255948
19 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5255948 The complaint Mrs B has complained Monzo Bank Ltd won’t refund her for three transactions made to a merchant in October 2024. What happened Mrs B noticed transactions she didn’t recognise on her Monzo account and contacted Monzo straightaway to block her card. She then asked... (2 pages)View decision -
Decision Reference DRN-5898043
19 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5898043 The complaint Mr T complains that when he wanted to add his Monzo card to the card wallet of his new mobile phone, he was unable to do this. Monzo gave poor service when trying to get this matter resolved. What happened Mr T bought a new mobile phone. He tried to add his Mon... (2 pages)View decision -
Decision Reference DRN-5949209
18 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5949209 The complaint Mrs R 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. In bringing her complaint to this service Mrs R is represented, however for ease of reading I will, in the main,... (4 pages)View decision -
Decision Reference DRN-5694890
18 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5694890 The complaint Mr M is unhappy Monzo Bank Ltd closed his account and only returned some of the account balance to him. What happened In October 2024 Mr M told Monzo he’d been the victim of a scam. He said he’d sent money to someone he believed he was buying a car from but th... (2 pages)View decision -
Decision Reference DRN-6031420
18 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6031420 The complaint Mr A complains that Monzo Bank Ltd has recorded information with a fraud prevention agency. What happened In March 2025, Monzo told Mr A that it had closed his account. Mr A became aware that in doing so, Monzo had reported information to CIFAS – a fraud preven... (3 pages)View decision -
Decision Reference DRN-6020334
18 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6020334 The complaint Mrs K is unhappy with how Monzo Bank Ltd handled her request to recover money she paid for items using her debit card. What happened In March 2025, Mrs K bought a bunk bed from a merchant, that I’ll call B, via their store on an online marketplace. The bunk bed... (4 pages)View decision -
Decision Reference DRN-5560701
18 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5560701 The complaint Miss C complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In August 2024, Miss C was trying to organise an event and so contacted a promotor about hiring a venue. The promotor said ... (4 pages)View decision -
Decision Reference DRN-5943023
17 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5943023 The complaint Ms F has complained that Monzo Bank Ltd (“Monzo”) failed to check whether she still needed her fee-paying packaged account. What happened Ms F opened a fee-paying account with Monzo in January 2023. In 2025, Ms F complained to Monzo that she’d made little use... (5 pages)View decision -
Decision Reference DRN-5662926
17 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5662926 The complaint Mr A complains that Monzo Bank Ltd has declined to refund disputed transactions that were made from his account. What happened On 9 October 2024, a number of transactions debited Mr A’s account totalling £601.50. Mr A says he didn’t authorise these transactions... (3 pages)View decision