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-5528952
13 Aug 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5528952 The complaint Mr B has complained about a personal loan Monzo Bank Limited (“Monzo”) provided to him. He’s said that the loan was unaffordable for him and so it should never have been provided in the first place. What happened Monzo provided Mr B with the loan in October 20... (3 pages)View decision -
Decision Reference DRN-5598448
13 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5598448 The complaint Mr I complains that Monzo Bank Ltd won’t return the money he says he lost as the result of a scam. Mr I has been represented in this complaint by a claims management company. What happened The background to this complaint is well known to both parties, so I’ll ... (4 pages)View decision -
Decision Reference DRN-5048036
13 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5048036 The complaint Miss B complains that Monzo Bank Ltd (‘Monzo’) won’t refund her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties and has been laid out in detail by... (4 pages)View decision -
Decision Reference DRN-5498605
12 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5498605 The complaint Miss H complains that Monzo Bank Ltd won’t refund the money she lost when she fell victim to a job 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 her... (5 pages)View decision -
Decision Reference DRN-5629413
12 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5629413 The complaint Ms K is unhappy Monzo Bank Ltd will not refund all the money she lost as the result of an authorised push payment (APP) scam. She brought her complaint through a representative, for ease of reading I will solely to Ms K in this decision. What happened As both p... (3 pages)View decision -
Decision Reference DRN-5254682
12 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5254682 The complaint Mr M is unhappy Monzo Bank Ltd will not refund the money he lost as the result of a scam. Mr M brought his complaint through a representative. For ease of reading I will refer solely to Mr M in this decision. What happened As both parties are aware of the detai... (3 pages)View decision -
Decision Reference DRN-5485540
12 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5485540 The complaint Miss G complains Monzo Bank Ltd won’t refund the money she sent to an online casino which she now thinks was operating a scam. What happened In June 2024, Miss G used her Monzo card to deposit funds with an online casino (“O”). But when she tried to withdraw fr... (3 pages)View decision -
Decision Reference DRN-5188257
11 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5188257 The complaint Miss M complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by a job 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 bot... (5 pages)View decision -
Decision Reference DRN-5684909
8 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5684909 The complaint Mr A had an account with Monzo. Monzo closed the account and loaded a marker about him at Cifas, the national fraud database. Mr A is unhappy with the Cifas loading as he says he was innocent in the transaction, and he was manipulated by a third party. What hap... (4 pages)View decision -
Decision Reference DRN-5721186
8 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5721186 The complaint Ms M complains Monzo Bank Ltd didn’t refund transactions on her account which she says she didn’t make or authorise. What happened Ms M disputed two payments made on 1 April 2024 for £36.99 and £8 to a takeaway shop. Monzo initially refunded the payments but l... (4 pages)View decision
