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 2330 results
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Decision Reference DRN-5674309
3 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5674309 The complaint Mr T complains that Monzo Bank Ltd did not handle his claim in respect of faulty goods properly. What happened In September 2023 Mr T ordered an electrical item online at a cost of £799 using his Monzo credit card. Mr T encountered some issues with the item in ... (4 pages)View decision -
Decision Reference DRN-5635875
3 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5635875 The complaint Mr R complains that Monzo Bank Ltd (‘Monzo’) hasn’t reimbursed the funds he lost when he fell victim to a scam. What happened Mr R says that he found an investment opportunity with a company I’ll call M online and started to communicate with other investors be... (5 pages)View decision -
Decision Reference DRN-5715314
2 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5715314 The complaint Mrs C complains that Monzo lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Mrs C applied for a Monzo credit card in May 2022. In her application, Mrs C said she was employed with an annual inc... (3 pages)View decision -
Decision Reference DRN-5741566
2 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5741566 The complaint Mr J complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost as the result of a scam. What happened Mr J invested with a company I’ll refer to as H. The investment involved forex trading. Mr J made a payment of £2,379.50 from his Monzo account ... (2 pages)View decision -
Decision Reference DRN-5399402
1 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5399402 The complaint Miss M complains Monzo Bank Ltd has not dealt fairly with her chargeback request and closed her account. She is also unhappy about the amount of time it took Monzo to release her closing balance. What happened Miss M had an account with Monzo which she opened ... (3 pages)View decision -
Decision Reference DRN-5515346
1 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5515346 The complaint Mr O complains that Monzo Bank Ltd (“Monzo”) won’t refund him the money he lost after he fell victim to an Authorised Push Payment (‘APP’) scam. In bringing his complaint to this service Mr O is represented, but for ease of reading I will refer to Mr O through... (5 pages)View decision -
Decision Reference DRN-5777626
1 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5777626 The complaint Mr M complains Monzo Bank Ltd won’t close his account. What happened Mr M changed his mobile device in 2022 and was asked to prove his identity, using a video. Mr M didn’t want to do this, but was told until he verified his identity Monzo wouldn’t let him do ... (2 pages)View decision -
Decision Reference DRN-5591650
1 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5591650 The complaint Mr D complains that Monzo Bank Ltd failed to properly pursue a chargeback. What happened Mr D attended a free online seminar in December 2024 and decided to purchase an interactive training course. This cost £238.15 and he paid using his Monzo account. He kept ... (2 pages)View decision -
Decision Reference DRN-5732345
1 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5732345 The complaint Ms G has complained that Monzo Bank Ltd unfairly defaulted and closed her account. What happened Ms G had an account with Monzo, which was overdrawn. Monzo began chasing Ms G for repayment in March 2023. In May 2023, she explained she’d been in hospital since t... (2 pages)View decision -
Decision Reference DRN-5785682
31 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5785682 The complaint A company, which I’ll refer to as “H”, complain that Monzo Bank Ltd (“Monzo”) won’t refund it for the money lost when one of its directors, Miss G – who brings this complaint on H’s behalf – fell victim to a scam. For ease of reading within this decision, in th... (5 pages)View decision
