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-5338024
26 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5338024 The complaint and background Ms T complains Monzo Bank Ltd (‘Monzo’) won’t reimburse over £12,000 that she lost when she fell victim to an employment scam. Our investigator didn’t uphold the complaint. He didn’t consider the first nine disputed transactions made, ought to h... (3 pages)View decision -
Decision Reference DRN-5634486
24 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5634486 The complaint Miss C complains that Monzo Bank Ltd (“Monzo”) acted irresponsibly by providing her with an overdraft facility she says she couldn’t afford. What happened Miss C was given an overdraft with her Monzo account in September 2022. The overdraft limit was £2,000. ... (3 pages)View decision -
Decision Reference DRN-5413448
24 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5413448 The complaint Mr P complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost to a job scam. He’s being represented. To keep things simple, I’ll refer to Mr P throughout this decision. What happened The background to this complaint is known to both parties. I w... (2 pages)View decision -
Decision Reference DRN-5122830
24 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5122830 The complaint Mr K is unhappy that Monzo Bank Ltd (“Monzo”) 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 h... (3 pages)View decision -
Decision Reference DRN-5204441
24 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5204441 The complaint Mr M complains that Monzo Bank Ltd won’t reimburse 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... (3 pages)View decision -
Decision Reference DRN-5490084
24 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5490084 The complaint Mr I complains that Monzo Bank Ltd (Monzo) closed his dispute without investigating which resulting him having to restart the process and causing delays. He is unhappy with the customer service he received. What happened Mr I states that on raising a dispute w... (3 pages)View decision -
Decision Reference DRN-5541959
24 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5541959 The complaint Miss L is unhappy with the way Monzo Bank Ltd (Monzo) treated her when dealing with her complaint about unauthorised transactions on her account and that Monzo incorrectly blocked her card twice. What happened The background facts are well known to both parti... (3 pages)View decision -
Decision Reference DRN-5643643
24 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5643643 The complaint Mr F complains about the service he received from Monzo Bank Ltd (“Monzo”) when he raised a Direct Debit Indemnity Claim (“DDIC”) and is unhappy with Monzo’s cheque processing times and wants Monzo to review its process documentation. What happened Mr F contact... (3 pages)View decision -
Decision Reference DRN-5199762
24 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5199762 The complaint Miss H is unhappy Monzo Bank Ltd won’t refund a payment she made as part of a scam. What happened In November 2024 Miss H began chatting with someone on social media who introduced her to a cryptocurrency investment opportunity. She was instructed to purchase c... (3 pages)View decision -
Decision Reference DRN-5602051
23 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5602051 The complaint Mr A has complained Monzo Bank Ltd failed to sufficiently intervene causing him to fall victim to an authorised push payment (APP) scam. What happened I issued my provisional decision on this complaint on 30 May 2025. I wanted to give both sides a chance to pro... (5 pages)View decision