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-5170908
15 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5170908 The complaint Mr B complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost as the result of a scam. What happened In 2023, Mr B was contacted through a messaging app, by someone I’ll refer to as C. Mr B says that he had been in contact with C for almost two ... (3 pages)View decision -
Decision Reference DRN-5174264
15 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5174264 The complaint Mr S complains Monzo Bank Ltd won’t refund a transaction that debited his account which he says he did not make or authorise. What happened Mr S says he was assaulted, and his phone was stolen at about 12am on 18 April 2024. Mr S had spent the evening watching... (4 pages)View decision -
Decision Reference DRN-5520618
15 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5520618 The complaint Miss H complains about the service received from Monzo Bank Ltd (“Monzo”) following her reporting unrecognised transactions on her account. Miss H says due to Monzo’s errors and delays issuing replacement cards she was without access to the funds in her account... (3 pages)View decision -
Decision Reference DRN-5091133
15 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5091133 The complaint Mrs K complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse her £7,860 that she lost when she fell victim to a cryptocurrency investment scam. What happened In July 2023 Mrs K came across an ad for cryptocurrency trading her friend had posted on social media... (4 pages)View decision -
Decision Reference DRN-5687602
11 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5687602 The complaint Mr G complains Monzo Bank Ltd (“Monzo”): Restricted access to his account and requested he completes ID verification Recorded defaults in relation to Mr G’s outstanding overdraft balance, Flex and loan accounts Failed to put a hold on his accounts due to... (14 pages)View decision -
Decision Reference DRN-5092334
11 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5092334 The complaint Miss A complains that Monzo Bank Ltd (Monzo) won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail ... (5 pages)View decision -
Decision Reference DRN-5683344
10 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5683344 The complaint A company, which I’ll refer to as T, complains that Monzo Bank Ltd (“Monzo”) won’t reimburse the funds it lost to a scam. Mr L, who is a director of T, brings the complaint on T’s behalf. As Mr L fell victim to the scam, for ease I have referred to him through... (5 pages)View decision -
Decision Reference DRN-5680411
10 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5680411 The complaint Miss A is complaining that Monzo Bank Ltd hasn’t refunded a payment which she was tricked into making as the result of a scam. What happened Miss A had started selling items on a popular online marketplace. On 2 February 2024, she was contacted by what she thou... (4 pages)View decision -
Decision Reference DRN-5347230
9 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5347230 The complaint Mr W complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database. He doesn’t think it’s treated him fairly and wants the marker removed. What happened Mr W held an account with Monzo. Mr W has explained that he used his Monzo acc... (5 pages)View decision -
Decision Reference DRN-5622381
9 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5622381 The complaint Miss H complains Monzo Bank Ltd provided her with an unaffordable overdraft facility. What happened Monzo provided Miss H with an overdraft facility on the following terms: Date Existing Limit Increase New Limit March 2023 £0 £500 £500 February 2024 £500 £250 ... (5 pages)View decision