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 2129 results
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Decision Reference DRN-5288866
20 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5288866 The complaint Mr C has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. This caused him considerable distress and he’s now looking for what he deems reasonable compensation. What happened In February 2021 Mr C was to... (2 pages)View decision -
Decision Reference DRN-5046076
20 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5046076 The complaint Mr L complains that Monzo Bank Ltd failed to obtain a refund under the chargeback regime for a service which was not provided in full. What happened On 8 August 2022 Mr L signed up with a supplier of online learning courses. He believed it would give him lifeti... (2 pages)View decision -
Decision Reference DRN-4779205
19 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4779205 The complaint Mr C is unhappy that Monzo Bank Ltd haven’t refunded money he lost as a result of a scam. Mr C is being represented by a claims management company but for ease of reading I’ll only refer to Mr C in my decision. What happened The detailed background to this co... (4 pages)View decision -
Decision Reference DRN-5165444
19 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5165444 The complaint Mr A complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr A held a current account with Monzo. On 27 and 28 February 2024, th... (3 pages)View decision -
Decision Reference DRN-5157444
19 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5157444 The complaint Mr G complained because Monzo Bank Ltd refused to refund him for payments which he said he hadn’t authorised. What happened On 4 August 2024, there was a £200 credit into Mr G’s Monzo account. On 5 August, there were three payments from his account to a busin... (3 pages)View decision -
Decision Reference DRN-4854840
19 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4854840 The complaint Miss T is complaining that Monzo Bank Ltd won’t reimburse her for payments she made to a scam. The complaint is brought on Miss T’s behalf by a professional representative. What happened The background to the complaint is well known to both parties so I won’t r... (5 pages)View decision -
Decision Reference DRN-4935416
18 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4935416 The complaint M, a limited company, complains that Monzo Bank Ltd didn’t do enough to prevent their losses when they transferred funds as part of a scam. What happened The background to this complaint is known to both parties, so I will cover in only briefly here. In Octob... (2 pages)View decision -
Decision Reference DRN-5159993
18 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5159993 The complaint Mr W complains that Monzo Bank Ltd unfairly registered a marker about him at Cifas, the national fraud database. What happened Mr W had an account with Monzo which he’d opened in 2020. Mr W’s account had an overdraft facility of £2,000. Mr W has said that he u... (4 pages)View decision -
Decision Reference DRN-5257695
17 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5257695 The complaint Mr M complains about the actions of Monzo Bank Ltd when they lost money to a 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 here. Towards the end of... (3 pages)View decision -
Decision Reference DRN-5335538
17 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5335538 The complaint Mrs O complains that Monzo Bank Ltd (Monzo) won’t refund money she lost in an investment scam. What happened What Mrs O says: Mrs O was going through a divorce and wanted to find ways to make additional money to help with its costs. She had heard that investing... (4 pages)View decision
