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-5780207
28 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5780207 The complaint Mr A complains Monzo Bank Ltd unfairly loaded him to a fraud database. What happened Mr A was using his Monzo account for crypto trading and received two payments in 2023. In 2024 Monzo received fraud reports for these transactions, so they asked Mr A about t... (3 pages)View decision -
Decision Reference DRN-5204521
27 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5204521 The complaint Mr L complains Monzo Bank Ltd (“Monzo”) didn’t do enough to protect him when he fell victim to a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr L said he saw a cryptocurrency ... (3 pages)View decision -
Decision Reference DRN-5769615
27 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5769615 The complaint Mr C has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr C found his account with Monzo had been closed and that Monzo had lodged a fraud- related marker on his record with CIFAS. He o... (2 pages)View decision -
Decision Reference DRN-5663348
27 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5663348 The complaint Miss O complains Monzo Bank Ltd has not dealt fairly with her chargeback request and closed her account. What happened Miss O had an account with Monzo which she opened in 2019 Miss O made a chargeback claim to Monzo for a payment of £355 which she made from ... (4 pages)View decision -
Decision Reference DRN-5636832
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5636832 The complaint Mr I is unhappy Monzo Bank Ltd (‘Monzo’) haven’t agreed a chargeback for a purchase he made using his debit card. What happened In July 2024, Mr I made a transaction to an online clothing retailer for £577.60. After Mr I received the items, he decided he no lo... (3 pages)View decision -
Decision Reference DRN-5777154
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5777154 The complaint Mr W complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. Mr W is being represented by a third party. To keep things simple, I will refer to Mr W throughout my decision. What happened In summary, Mr W tells... (3 pages)View decision -
Decision Reference DRN-5447164
26 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5447164 The complaint Mr N has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr N found his account with Monzo had been closed and that Monzo had lodged a fraud- related marker on his record with CIFAS. This... (2 pages)View decision -
Decision Reference DRN-5181826
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5181826 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) is holding him liable for a transaction for £2,203.99 which he says he didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summ... (2 pages)View decision -
Decision Reference DRN-5236110
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5236110 The complaint Mr I complains that Monzo Bank Ltd (Monzo) delayed looking into his concerns relating to a compromise to his accounts when his phone and bank card was stolen. He feels Monzo should pay further compensation. What happened In the early hours of 8 August 2024 whi... (3 pages)View decision -
Decision Reference DRN-5246897
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5246897 The complaint Miss I complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost to a scam. What happened The background is known to both parties. I won’t repeat all the details here. In summary, Miss I says she was searching for flights online and came into cont... (3 pages)View decision
