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-4664262
7 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4664262 The complaint Mr O 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-5128323
6 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5128323 The complaint Miss H complains Monzo Bank Ltd closed her account and reported a default without giving her notice. She further complains Monzo did not provide information about the Zero Affordability Plan (ZAP) Monzo placed her on. What happened Miss H explained she sadly ha... (4 pages)View decision -
Decision Reference DRN-5304502
5 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5304502 The complaint Mr A is complaining that Monzo Bank Ltd won’t reimburse him for money he lost to a scam. The complaint is brought on his behalf by a professional representative. What happened The background to this complaint is well known to both parties so I won’t repeat it ... (5 pages)View decision -
Decision Reference DRN-5074500
4 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5074500 The complaint Mr O complains about the actions of Monzo Bank Ltd when he lost money to a scam. Mr O is being represented by a claims management company but for ease of reading I’ll only refer to Mr O. What happened The detailed background to this complaint is well known to... (3 pages)View decision -
Decision Reference DRN-5306516
4 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5306516 The complaint Ms F complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by a scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to both part... (5 pages)View decision -
Decision Reference DRN-5120865
3 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5120865 The complaint Mrs M complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds she lost when she fell victim to a scam. What happened Mrs M says that she received information from a recruiter about a job role with a company I’ll call R in this decision. She then recei... (5 pages)View decision -
Decision Reference DRN-5300246
31 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5300246 The complaint Ms M complains Monzo Bank Ltd (“Monzo”) closed her accounts without explanation nor notice. Ms M says Monzo’s actions caused her substantive financial difficulty, distress, and inconvenience. What happened The details of this complaint are well known by both pa... (4 pages)View decision -
Decision Reference DRN-5231804
31 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5231804 The complaint Mr A complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to a job scam. What happened Mr A has an account with Monzo and has been a customer for around two years. He has accounts elsewhere including accounts with businesses who I’ll ref... (3 pages)View decision -
Decision Reference DRN-5289011
31 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5289011 The complaint Mr P is unhappy with Monzo Bank Ltd. He said Monzo failed in its duty of care to protect him when his gambling got out of control. Mr P would like Monzo to refund him his gambling losses. What happened Mr P is unhappy with the level of service and care he rec... (3 pages)View decision -
Decision Reference DRN-5172200
30 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5172200 The complaint Ms F says Monzo Bank Ltd (“Monzo”) refuses to refund her for transactions on her account that she says she didn’t authorise. What happened The facts of this case are well known to both parties, and due to Ms F’s vulnerabilities, I understand it won’t be helpful... (2 pages)View decision
