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-5241499
29 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5241499 The complaint Ms M is unhappy that Monzo Bank Ltd will not refund £8,540 she lost after she fell victim to an Authorised Push Payment (APP) scam. Ms M is represented in this matter, but for ease of reading I will refer to Ms M throughout this decision. What happened The back... (5 pages)View decision -
Decision Reference DRN-5141063
29 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5141063 The complaint Mr L complains that Monzo Bank Ltd hasn’t refunded him after he fell victim to a scam. What happened The background to this complaint is well-known to both parties and so I’ll only summarise the key events here. Mr L was looking for ways to earn extra income an... (3 pages)View decision -
Decision Reference DRN-5677203
29 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5677203 The complaint Mr W complains that Monzo Bank Ltd hasn’t fully refunded the money he lost when he made a payment that turned out to be an APP scam. What happened In February 2025, Mr W required some home improvement works to be carried out. He found a trader who appeared suit... (4 pages)View decision -
Decision Reference DRN-5769662
29 Aug 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5769662 The complaint Mr C complains that Monzo Bank Ltd (Monzo) lent to him irresponsibly and has asked it to write off the loan. What happened On 15 March 2024, Mr C entered into a finance agreement with Monzo as shown below: Date Amount of credit Term Monthly paymentTotal rep... (2 pages)View decision -
Decision Reference DRN-5587050
29 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5587050 The complaint Mr Y complains that Monzo Bank Ltd (Monzo) haven’t done enough to support him with his gambling problem. He’d like a refund of the transactions he made in February 2025, along with compensation. What happened Mr Y holds a current account with Monzo Bank Ltd. In... (3 pages)View decision -
Decision Reference DRN-5697624
29 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5697624 The complaint Mr Y complains that Monzo Bank Ltd (Monzo) haven’t supported him, even though he made them aware of a gambling problem in 2023. He’d like a refund of gambling transactions he made in January 2025 and compensation for the distress caused. What happened Mr Y told... (3 pages)View decision -
Decision Reference DRN-5288933
28 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5288933 The complaint Mr M is unhappy Monzo Bank Ltd won’t refund a payment he says he made as part of a scam. What happened On 14 September 2024 Mr M made an international payment for £602 using a money transfer service, I’ll call “W”, and funded the transaction using his Monzo acc... (3 pages)View decision -
Decision Reference DRN-5336211
28 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5336211 The complaint Miss O complains that Monzo Bank Ltd closed her account without notice and without explaining its reasons for doing so. What happened Miss O had held an account with Monzo since March 2021. On 14 November 2024 Monzo contacted her to say that it would be closing... (2 pages)View decision -
Decision Reference DRN-5564238
28 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5564238 The complaint Miss B has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In July 2024 Monzo received a fraud report from another bank about a payment made into Miss B’s Monzo account. This payment was ... (2 pages)View decision -
Decision Reference DRN-5302061
28 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5302061 The complaint Mr S has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened In summer 2024, Mr S was looking for work and was contacted by scammers posing as a genuine recruitment agency. They recruited Mr S for a remote... (4 pages)View decision
