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-5652095
25 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5652095 The complaint Mr M has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In March 2024 Monzo closed the account Mr M held with them. They’d received a fraud report from another bank about a credit of £60... (3 pages)View decision -
Decision Reference DRN-5589998
25 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5589998 The complaint Miss E complains that Monzo Bank Ltd has unfairly declined to refund a transaction made from her account after she was the victim of a scam. What happened On 6 August 2024, Miss E sold an item via an online marketplace. She says she then received an email from ... (3 pages)View decision -
Decision Reference DRN-5396514
24 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5396514 The complaint Mr S complains about not getting a refund from Monzo Bank Ltd after he lost money to an investment scam. Also, about their service as he undertook the transaction with Monzo but they shifted responsibility to another bank. What happened Mr S explains that he h... (5 pages)View decision -
Decision Reference DRN-5059843
24 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5059843 The complaint Mr D is unhappy that Monzo Bank Ltd decided not to refund him after he was the victim of a scam. Mr D is using a professional representative to bring his complaint. I’ll refer to them as W. What happened Mr D fell victim to a scam where he thought he was arra... (3 pages)View decision -
Decision Reference DRN-4834162
24 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4834162 The complaint Miss A complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds she lost when she fell victim to a scam. What happened The facts of this case are known to both parties and were set out in the investigator’s view, so I will summarise them very briefly ... (3 pages)View decision -
Decision Reference DRN-5709932
24 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5709932 The complaint Mr N complains that a payment to a third-party building society was due to be taken from his account with Monzo Bank Ltd despite not having mortgage account with the building society. He says the payment would’ve been taken had he not seen and cancelled it. Mr ... (3 pages)View decision -
Decision Reference DRN-5505959
23 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5505959 The complaint Mr G complains that Monzo Bank Ltd will not refund money he lost to a scam. What happened Mr G said he made the following payments as a result of a safe account scam. Payment Date Time Type of transaction Amount 1 13 September 2023 17:00 Card payment £3,900 2 1... (4 pages)View decision -
Decision Reference DRN-5663186
23 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5663186 The complaint Miss B complains about how Monzo Bank Ltd handled her request for help in getting a refund for a transaction made on her debit card, and that it later decided to close her current account. What happened In January 2025, Miss B bought an item from a company I’l... (3 pages)View decision -
Decision Reference DRN-5258436
23 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5258436 The complaint Mr Y complains Monzo Bank Ltd (“Monzo”) irresponsibly lent him an overdraft facility, and increased the limit when they shouldn’t have. What happened In January 2023, Mr Y applied for an overdraft with Monzo. The application was approved, and he was provided w... (3 pages)View decision -
Decision Reference DRN-5040974
22 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5040974 The complaint Miss R complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (APP) scam. In bringing her complaint to this service Miss R is represented, but for ease of reading I will refer to Miss R throughout ... (5 pages)View decision