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-5112049
12 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5112049 The complaint Mr S 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 Mr S held a Monzo account which was opened on 20 July 2023. On 28 September 2023 Mr S receiv... (3 pages)View decision -
Decision Reference DRN-4878962
12 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4878962 The complaint Mr U is unhappy that Monzo Bank Ltd didn’t refund him after he lost money to what he believes was an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in... (3 pages)View decision -
Decision Reference DRN-4975686
11 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4975686 The complaint Mr W complains that Monzo Bank Ltd closed his account and registered a Cifas marker against him without due cause. Mr W is represented but for ease within this decision, I will refer to their comments as Mr W’s. What happened On 4 May 2023 Mr W received a £58... (5 pages)View decision -
Decision Reference DRN-5322268
11 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5322268 The complaint Mr W complains that Monzo Bank Ltd unfairly holds him liable for a charge on his account for a higher amount than he agreed. What happened Whilst in Cancun, Mr W noticed he’d been overcharged for headache tablets. Mr W opened a dispute with Monzo once he beca... (2 pages)View decision -
Decision Reference DRN-5237989
11 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5237989 The complaint Miss M complains that Monzo Bank Ltd won’t refund money she lost when she fell victim to an employment scam. Miss M is being represented by a claims management company in this complaint. What happened In the summer of 2024, Miss M fell victim to an employment... (7 pages)View decision -
Decision Reference DRN-4865241
11 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4865241 The complaint Mr O is unhappy that Monzo Bank Ltd closed his account and loaded a Credit Industry Fraud Avoidance System (‘Cifas’) marker against him. What happened Mr O opened an account with Monzo in April 2023. Shortly after this, on 3 May 2023 Monzo closed Mr O’s accoun... (3 pages)View decision -
Decision Reference DRN-4873262
11 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4873262 The complaint Miss C complains that Monzo Bank Ltd failed to protect her from becoming the victim of a scam and did not appropriately warn her about several payments she made from her account. To make things right Miss C would like to be compensated for her financial loss. W... (4 pages)View decision -
Decision Reference DRN-4783711
11 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4783711 The complaint Mr K complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties so I won’t repeat it all in detail here. But in su... (6 pages)View decision -
Decision Reference DRN-5292184
10 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5292184 The complaint Mr R complains about the actions of Monzo Bank Ltd when he lost money to a scam. Mr R is being represented by a claims management company but for ease of reading I’ll only refer to Mr R. What happened In August 2023 Mr R was contacted via a message on a socia... (3 pages)View decision -
Decision Reference DRN-4680731
10 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4680731 The complaint Mr D complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties so I won’t repeat it all in detail here. But in su... (4 pages)View decision
