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 1868 results
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Decision Reference DRN-5046076
20 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5046076 The complaint Mr L complains that Monzo Bank Ltd failed to obtain a refund under the chargeback regime for a service which was not provided in full. What happened On 8 August 2022 Mr L signed up with a supplier of online learning courses. He believed it would give him lifeti... (2 pages)View decision -
Decision Reference DRN-4779205
19 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4779205 The complaint Mr C is unhappy that Monzo Bank Ltd haven’t refunded money he lost as a result of a scam. Mr C is being represented by a claims management company but for ease of reading I’ll only refer to Mr C in my decision. What happened The detailed background to this co... (4 pages)View decision -
Decision Reference DRN-5165444
19 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5165444 The complaint Mr A complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr A held a current account with Monzo. On 27 and 28 February 2024, th... (3 pages)View decision -
Decision Reference DRN-5157444
19 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5157444 The complaint Mr G complained because Monzo Bank Ltd refused to refund him for payments which he said he hadn’t authorised. What happened On 4 August 2024, there was a £200 credit into Mr G’s Monzo account. On 5 August, there were three payments from his account to a busin... (3 pages)View decision -
Decision Reference DRN-4854840
19 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4854840 The complaint Miss T is complaining that Monzo Bank Ltd won’t reimburse her for payments she made to a scam. The complaint is brought on Miss T’s behalf by a professional representative. What happened The background to the complaint is well known to both parties so I won’t r... (5 pages)View decision -
Decision Reference DRN-4935416
18 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4935416 The complaint M, a limited company, complains that Monzo Bank Ltd didn’t do enough to prevent their losses when they transferred funds as part of a scam. What happened The background to this complaint is known to both parties, so I will cover in only briefly here. In Octob... (2 pages)View decision -
Decision Reference DRN-5159993
18 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5159993 The complaint Mr W complains that Monzo Bank Ltd unfairly registered a marker about him at Cifas, the national fraud database. What happened Mr W had an account with Monzo which he’d opened in 2020. Mr W’s account had an overdraft facility of £2,000. Mr W has said that he u... (4 pages)View decision -
Decision Reference DRN-5257695
17 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5257695 The complaint Mr M complains about the actions of Monzo Bank Ltd when they lost money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Towards the end of... (3 pages)View decision -
Decision Reference DRN-5335538
17 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5335538 The complaint Mrs O complains that Monzo Bank Ltd (Monzo) won’t refund money she lost in an investment scam. What happened What Mrs O says: Mrs O was going through a divorce and wanted to find ways to make additional money to help with its costs. She had heard that investing... (4 pages)View decision -
Decision Reference DRN-5138547
14 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5138547 The complaint Mrs A complains that Monzo Bank Ltd unfairly registered a marker about her at Cifas, the national fraud database. She wasn’t the marker removed. What happened Background Mrs A had an account with Monzo. On 14 March 2024, a payment of just over £150.00 was made... (4 pages)View decision
