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-5536170
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5536170 The complaint Miss K complains Monzo Bank Ltd didn’t explain that any international payments she sent would be sent using Wise. She also complains Monzo Bank Ltd told her to contact Wise when her payment didn’t arrive at its intended destination about what had gone wrong. Wha... (2 pages)View decision -
Decision Reference DRN-5721947
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5721947 The complaint Mr A complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr A had an account with Monzo. In January 2025... (3 pages)View decision -
Decision Reference DRN-5336244
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5336244 The complaint Mr J is unhappy Monzo Bank Ltd (Monzo) closed his account without giving him a reason why. What happened The facts of this case are well known to both parties, so I have summarised below. Monzo notified Mr J on 29 April 2024 that it would be closing his accou... (3 pages)View decision -
Decision Reference DRN-5721605
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5721605 The complaint Mr M complains Monzo Bank Ltd failed to identify and take any action when he began spending compulsively. He believes he’s lost out as a result and would like Monzo to compensate him this. Note: Whilst Mr M has brought this complaint with the assistance of a re... (3 pages)View decision -
Decision Reference DRN-5258769
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5258769 The complaint Mr K complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr K says that following a phishing email he received a call from someone purporting to be from Monzo’s fraud department on 27 June 2024... (3 pages)View decision -
Decision Reference DRN-5249689
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5249689 The complaint Mr F complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr F told Monzo that he booked a flight with a travel company. He logged into the airline’s app to manage his booking, but the app wasn’t... (3 pages)View decision -
Decision Reference DRN-5250212
28 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5250212 The complaint Mr K complains that Monzo Bank Ltd failed to refund £106,874 he says he lost to a crypto investment scam. Mr K is being supported in making his complaint by a representative. But for ease, I’ll only refer to Mr K in this decision. The details of this complain... (2 pages)View decision -
Decision Reference DRN-5267715
28 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5267715 The complaint Miss Z complains that Monzo Bank Ltd (‘Monzo’) hasn’t reimbursed the funds she lost when she fell victim to a scam. What happened Miss Z says that she and her partner saw a video about investing through an AI trading bot. Many others had said the bot worked so... (3 pages)View decision -
Decision Reference DRN-4914994
25 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4914994 The complaint Miss W complains that Monzo Bank Ltd won’t reimburse her money she lost after she was defrauded. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In January 2024, Miss W received a teleph... (3 pages)View decision -
Decision Reference DRN-5537796
25 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5537796 The complaint Mr S complains Monzo Bank Ltd unfairly closed his account and recorded a Cifas marker. What happened The details that led to Mr S bringing this complaint are not in dispute and were relayed by our investigator when they gave their view, so I won’t repeat them h... (2 pages)View decision