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 2125 results
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Decision Reference DRN-5292793
5 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5292793 The complaint Miss H complained because Monzo Bank Ltd refused to refund her for three transactions which she said she didn’t authorise. What happened On 5 and 6 November 2024, three payments totalling £274 debited Miss H’s Monzo account. On 7 November, Miss H contacted Mon... (3 pages)View decision -
Decision Reference DRN-4832590
5 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4832590 The complaint Mr P is unhappy Monzo Bank Ltd closed his account during a period of financial difficulty. What happened Mr P has told us: Mr P had an account with Monzo. In April 2023 he asked to increase his overdraft limit because he was in financial difficulties. Monzo... (4 pages)View decision -
Decision Reference DRN-4784462
4 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4784462 The complaint Mr M complaints that Monzo Bank Ltd (Monzo) won’t refund the money he lost to a scam. What happened I’ve included a table of the disputed payments: Date & Time Transaction Amount 22/9/23 20:30 Card payment to cryptocurrency exchange (B) -£100 23/9/23 20:5... (7 pages)View decision -
Decision Reference DRN-5044734
3 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5044734 The complaint Ms S is complaining that Monzo Bank Ltd didn’t do enough to prevent her falling victim to two scams and hasn’t reimbursed the payments she made to the scams. The complaint is brought on her behalf by a professional representative. What happened Ms S says she f... (3 pages)View decision -
Decision Reference DRN-5321390
3 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5321390 The complaint Mr H is unhappy that Monzo Bank Ltd would not help him ‘Flex’ a purchase he had made with his Monzo account. What happened Mr H wanted to flex a purchase he made using his Monzo account in August 2024 and repay the amount by three monthly interest free instalme... (3 pages)View decision -
Decision Reference DRN-5366003
3 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5366003 The complaint Miss T complains that Monzo Bank Ltd didn’t do enough to prevent her from falling victim to a scam, and hasn’t reimbursed her for the funds she lost to the scam. The complaint has been brought on Miss T’s behalf by a professional representative. What happened T... (4 pages)View decision -
Decision Reference DRN-5228469
28 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5228469 The complaint Mr S complains that Monzo Bank Ltd didn’t do enough to prevent the loss he suffered when he fell victim to a scam. Mr S has used a representative to bring his complaint. But for ease of reading, I’ll mostly refer to Mr S himself where I also mean the represent... (3 pages)View decision -
Decision Reference DRN-5344693
28 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5344693 The complaint Miss L complains Monzo Bank Ltd didn’t do enough to help get a refund for a transaction made on her debit card. What happened In March 2024, Miss L bought a number of items from a bakery, paying with her Monzo debit card. When getting home and checking her rece... (3 pages)View decision -
Decision Reference DRN-5361929
27 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5361929 The complaint Mrs F is complaining about Monzo Bank Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs F fell victim to a cruel scam. She received a message she thought was from her boss asking her to buy gift cards that would be ... (5 pages)View decision -
Decision Reference DRN-5215980
27 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5215980 The complaint Miss G complains that Monzo Bank Ltd hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well-known to all parties, so my summary here will be brief. Miss G fell victim to what’s commonly known as a safe accoun... (4 pages)View decision
