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-5571500
27 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5571500 The complaint Mrs A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. Mrs A is represented in her complaint by professional representatives. What happened In September 2023 Monzo received a fraud report from anoth... (3 pages)View decision -
Decision Reference DRN-5244285
27 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5244285 The complaint Mr A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In July 2024 Monzo closed the account Mr A held with them. They’d received a fraud report from another bank about a credit of £300... (3 pages)View decision -
Decision Reference DRN-5578184
27 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5578184 The complaint Mr M complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. Mr M is being represented by a third party. To keep things simple, I will refer to Mr M throughout my decision. What happened The background of this... (3 pages)View decision -
Decision Reference DRN-5260811
27 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5260811 The complaint Miss V complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by a job scam. Miss V has been represented by a claims management company throughout her complaint. I have referred to them as Miss V’s representatives. What h... (5 pages)View decision -
Decision Reference DRN-5260998
27 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5260998 The complaint Ms M complains that Monzo Bank Ltd (“Monzo”) failed to refund money that Ms M lost as part of a scam. What happened Ms M was contacted by a person who said that Ms M could earn money by working for a company that I will call B. Ms M was told that she needed to ... (3 pages)View decision -
Decision Reference DRN-5622486
26 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5622486 The complaint Mr G is unhappy that Monzo Bank Ltd (“Monzo”) won’t refund money he lost as a result of a scam. What happened A long-term friend of Mr G recommended that he use a crypto trading company (that I’ll call B). His friend appeared to be doing very well from the inve... (2 pages)View decision -
Decision Reference DRN-5190391
26 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5190391 The complaint Mr W complains that Monzo Bank Ltd won’t refund him the money he lost after he 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 in... (3 pages)View decision -
Decision Reference DRN-5633021
26 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5633021 The complaint Miss T complains that Monzo Bank Ltd lent irresponsibly when it approved her credit card application. What happened On 20 December 2023 Miss T applied for a Flex credit card with Monzo. Miss T had successfully applied for a £2,000 loan with Monzo around a week... (2 pages)View decision -
Decision Reference DRN-5630428
26 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5630428 The complaint Miss C complains that Monzo Bank Ltd (“Monzo”) failed to refund transactions she didn’t recognise and unfairly closed her account. What happened What Miss C says Miss C explained that Monzo closed her account. Miss C also said she’d suffered fraud on an account... (7 pages)View decision -
Decision Reference DRN-5632944
26 Jun 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5632944 The complaint Miss T complains that Monzo Bank Ltd lent irresponsibly when it approved her loan application. What happened Miss T applied for a £2,000 loan with Monzo on 14 December 2023. In her application, Miss T said she was employed with an annual income of £22,455 that... (3 pages)View decision