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
-
Decision Reference DRN-4936958
9 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4936958 The complaint A company, which I’ll refer to as R, complains that Monzo Bank Ltd (“Monzo”) won’t reimburse the funds it lost to a scam. Mrs W, who is a director of R, brings the complaint on R’s behalf. As Mrs W fell victim to the scam, for ease I have referred to her throu... (5 pages)View decision -
Decision Reference DRN-5313294
8 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5313294 The complaint Mr K complains about a claim he made to Monzo Bank Ltd (Monzo) in respect of a refund not having been received from a merchant. What happened Mr K made a purchase from a merchant, who I’ll call A. He bought a number of things, including an iPhone and the order ... (3 pages)View decision -
Decision Reference DRN-5334365
8 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5334365 The complaint Mr G complains, via a representative, that Monzo Bank Ltd (“Monzo”) won’t refund the money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr G fell victim to a sc... (3 pages)View decision -
Decision Reference DRN-5637435
8 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5637435 The complaint Miss B says that she has a compulsive spending habit which sometimes causes her to spend in an excessive and harmful way. Miss B complains that this spending pattern ought to have been picked up by Monzo Bank Ltd (“Monzo”) and intervention and support offered a... (4 pages)View decision -
Decision Reference DRN-5608852
7 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5608852 The complaint Miss R complains Monzo Bank Ltd recorded a marker against her at Cifas, a national fraud database and closed her account. She doesn’t think it’s treated her fairly. What happened A summary of what happened is below. Miss R had an account with Monzo. In October... (3 pages)View decision -
Decision Reference DRN-5674548
7 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5674548 The complaint Mr O complains that Monzo Bank Ltd blocked and then closed his account with it, and that it placed a fraud marker with CIFAS, the UK’s main fraud alert and prevention service. What happened Mr O received a number of payments into his Monzo account in March 2024... (2 pages)View decision -
Decision Reference DRN-5489113
7 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5489113 The complaint Mr H complains that despite asking Monzo Bank Ltd to place a gambling block on his account, transactions were still permitted causing him financial harm. What happened Mr H holds an account with Monzo. In November 2024, he asked Monzo to place a block on gambli... (3 pages)View decision -
Decision Reference DRN-5666900
4 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5666900 The complaint Mr G and Miss L say that Monzo Bank Ltd didn’t do enough to protect Miss L when she became the victim of a scam and would like Monzo to refund the money that she lost. What happened Mr G and Miss L hold a joint account with Monzo, so have brought this complain... (6 pages)View decision -
Decision Reference DRN-5331911
4 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5331911 The complaint Miss M complains that Monzo Bank Ltd has declined to reimburse payments she says she didn’t make or allow anyone else to make. What happened Miss M is disputing several payments totalling almost £4,500 made in June 2024 using her Apple Pay to a cryptocurrency p... (2 pages)View decision -
Decision Reference DRN-5627074
4 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5627074 The complaint Mr P, who is represented by a third party, complained to Monzo Bank Ltd (‘Monzo’) in February 2024 about an overdraft facility that had first been agreed in August 2021. Mr P says Monzo acted irresponsibly in providing him with the overdraft facility and that ... (3 pages)View decision