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-5626165
4 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5626165 The complaint Mr F complains Monzo Bank Ltd unfairly closed his account and applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to both partie... (4 pages)View decision -
Decision Reference DRN-5079726
3 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5079726 The complaint Ms O complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of a scam. Ms O is being represented by a firm I’ll refer to as ‘S’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some... (4 pages)View decision -
Decision Reference DRN-5344041
3 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5344041 The complaint Mr L complains that Monzo Bank Ltd closed his bank account. What happened Mr L had an account with Monzo. On 26 June 2024, Monzo closed Mr L’s account. Mr L wants to know why Monzo did this. He’s also says he’s unhappy that Monzo didn’t let him talk about thing... (2 pages)View decision -
Decision Reference DRN-5350487
3 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5350487 The complaint Miss K is unhappy with that Monzo Bank Ltd wouldn’t allow her to conduct a balance transfer to her credit card account and with the service she’d received from Monzo surrounding this. What happened In June 2022, Miss K successfully applied to Monzo for a credit... (3 pages)View decision -
Decision Reference DRN-5666297
3 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5666297 The complaint Mr B complains that Monzo Bank Ltd (‘Monzo’) registered a Cifas marker against him without due cause. What happened I wrote to both parties in May 2025 to outline my initial thoughts on the complaint, as I was minded to come to a different outcome to our invest... (4 pages)View decision -
Decision Reference DRN-5663688
3 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5663688 The complaint Miss D complains that Monzo Bank Ltd won’t refund the money she lost to a scam. What happened Miss D had seen various social media posts regarding a cryptocurrency trader, these posts claimed to show significant success for people who used the services of this ... (3 pages)View decision -
Decision Reference DRN-5665647
2 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5665647 The complaint Mr H has complained that Monzo Bank Ltd registered a fraud marker against him. What happened In late 2024, Mr H received a series of credits from various third parties, which were quickly spent or forwarded on. Multiple institutions reported that Mr H had recei... (4 pages)View decision -
Decision Reference DRN-5223841
2 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5223841 The complaint Miss M complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of a scam. Miss M is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some k... (4 pages)View decision -
Decision Reference DRN-5173179
1 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5173179 The complaint Miss B complains that Monzo Bank Ltd 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 here. But i... (4 pages)View decision -
Decision Reference DRN-5287461
1 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5287461 The complaint Miss A complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost as a result of 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 here. But in... (4 pages)View decision