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-5413732
1 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5413732 The complaint Mr O 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 O had an account with Monzo. In October 2024... (3 pages)View decision -
Decision Reference DRN-5626535
1 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5626535 The complaint Mr S 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 S had an account with Monzo. In October 202... (3 pages)View decision -
Decision Reference DRN-4914757
1 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4914757 The complaint Mr H complains that Monzo Bank Ltd did not reimburse the funds he lost to a scam. What happened Mr H says he fell victim to an investment scam after he found an opportunity online relating to HMO rentals. He began speaking with an individual I’ll refer to as X ... (2 pages)View decision -
Decision Reference DRN-5632934
1 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5632934 The complaint Miss T complains that Monzo acted irresponsibly when it granted and then increased her, current account overdraft limit because had it conducted proportionate checks it would have seen she was gambling. Miss T also complains about the granting of a credit card ... (3 pages)View decision -
Decision Reference DRN-5658992
1 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5658992 The complaint Mr H is being represented by solicitors. He’s complaining about Monzo Bank Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr H fell victim to a cruel job scam. He says he was approached by someone claiming to be a rec... (4 pages)View decision -
Decision Reference DRN-5332250
30 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5332250 The complaint Mr O is unhappy that Monzo Bank Ltd won’t reimburse money he lost to a scam. What happened The investigator has already set out the background to this complaint, so I’ll only do that briefly here: - Mr O was introduced to someone (“S”) through his brother tha... (4 pages)View decision -
Decision Reference DRN-5601277
30 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5601277 The complaint Mr D complains that Monzo Bank Limited won’t refund to him the payments that he made for two digital instructional videos. What happened Mr D bought two digital instructional videos from a merchant that he paid for using his Monzo Bank account and £515.02 was d... (3 pages)View decision -
Decision Reference DRN-5654403
27 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5654403 The complaint Mr M complains that Monzo Bank Ltd has declined to reimburse payments he says he didn’t make or allow anyone else to make. What happened As both parties are familiar with the facts of this case, I’ll summarise them briefly. Mr M says that he lost his phone on 1... (5 pages)View decision -
Decision Reference DRN-5441880
27 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5441880 The complaint Mr D complains that Monzo Bank Ltd (Monzo) didn’t stop him from being charged £1,293.93 for a transaction that he says he didn’t authorise What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. Mr D d... (5 pages)View decision -
Decision Reference DRN-5204454
27 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5204454 Complaint Mrs B is unhappy that Monzo Bank Ltd didn’t agree to refund her after she fell victim to a scam. Background In late-2023, Mrs B was contacted in connection with a job opportunity. The role was flexible in terms of the hours expected and could be completed remotely... (3 pages)View decision