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 2676 results
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Decision Reference DRN-5733647
5 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5733647 The complaint E’s complaint is that Monzo Bank Ltd (Monzo) is refusing to refund the amount that was lost as the result of a scam. E is being represented by one of its directors. I will refer to this person as Mrs S. What happened The background of this complaint is well kno... (2 pages)View decision -
Decision Reference DRN-5531464
5 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5531464 The complaint Miss W complains that Monzo Bank Ltd trading as Monzo lent to her irresponsibly. What happened On 15 March 2020, Miss W applied for - and was given - an overdraft of £1,750. The overdraft limit has not changed since. On 16 October 2024, Miss W complained to Mo... (3 pages)View decision -
Decision Reference DRN-5215161
4 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5215161 The complaint Mr S is unhappy that Monzo Bank Ltd will not refund £200 he lost as the result of a scam. What happened The background to this complaint is well known to both parties so I will not set it out in detail here. In summary, Mr S fell victim to a safe account scam. ... (4 pages)View decision -
Decision Reference DRN-5634336
4 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5634336 The complaint Mr Y is unhappy that Monzo Bank Ltd didn’t reimburse him after he said he’d been the victim of a scam. What happened Mr Y had a current account with an overdraft facility with Monzo. He also had a Monzo ‘flex’ credit facility. In December 2023 Mr Y contacted ... (7 pages)View decision -
Decision Reference DRN-5334783
4 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5334783 The complaint Mr F complains about Monzo Bank Ltd’s decision not to uphold his dispute about a faulty laptop. What happened Mr F purchased a laptop costing around £2,770 from a merchant (who I’ll refer to as ‘R’ throughout this decision) in June 2023 with his Monzo Flex Mast... (6 pages)View decision -
Decision Reference DRN-5728480
4 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5728480 The complaint Miss B complains that Monzo Bank Ltd (“Monzo”) won’t refund a payment she didn’t make or otherwise authorise. What happened In November 2023 Miss B received a call from an individual purporting to be from Monzo. The caller knew some of her personal and payment... (3 pages)View decision -
Decision Reference DRN-5302828
4 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5302828 The complaint Miss M complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds she lost when she fell victim to a scam. What happened Miss M says that she was selling an item on a platform she was using for the first time and received a message with a link. She then... (3 pages)View decision -
Decision Reference DRN-5732399
4 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5732399 The complaint Mr B complains that Monzo Bank Ltd (“Monzo”) declined to refund a failed cash withdrawal which he’s since been held liable for. What happened Mr B was on holiday and had experienced some difficulties using his Monzo card. He explained that he’d attempted to pur... (3 pages)View decision -
Decision Reference DRN-5030811
1 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5030811 The complaint Mr F complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he fell victim to a scam and would like Monzo to refund him the money he has lost as a result. What happened Mr F unfortunately fell victim to a safe account scam – a... (3 pages)View decision -
Decision Reference DRN-5689045
1 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5689045 The complaint Mr W complains that Monzo Bank Ltd unfairly decided to close his account without an explanation why. What happened In April, Monzo wrote to Mr W explaining that it had decided to close his account – the closure took place in June. Mr W complained about the bank... (2 pages)View decision