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-5236769
17 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5236769 The complaint Mr A is unhappy that Monzo Bank Ltd won’t reimburse money he lost to a scam. Mr A is represented by a third-party claims firm, but I will refer to Mr A here. What happened The background to this complaint is well known to both parties, so I won’t repeat every... (3 pages)View decision -
Decision Reference DRN-5343792
17 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5343792 The complaint Mrs H complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds she lost when she fell victim to investment scams. What happened Mrs H’s professional representative wrote to Monzo in May 2024 and said that between May 2020 and December 2022 Mrs H used ... (2 pages)View decision -
Decision Reference DRN-5615679
16 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5615679 The complaint Mr A complains that Monzo Bank Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr A came across ‘R’ (the scammer) when he was searching for trading opportunities and he received a call back from them about an investm... (4 pages)View decision -
Decision Reference DRN-4976692
16 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4976692 The complaint Miss T complains that Monzo Bank Limited (Monzo) declined to refund fraudulent transactions, and that it later proceeded to close her account. What happened On 23 March 2024, Miss T used an online website called ‘FlightSharp’, who she believed to be legitimate... (3 pages)View decision -
Decision Reference DRN-5582758
16 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5582758 The complaint Mr S complains that Monzo Bank Ltd sent him notifications on his app when he had requested to opt out of receiving marketing notifications. What happened In February 2025, having been in contact with Monzo over a particular issue which was resolved, Mr S receiv... (2 pages)View decision -
Decision Reference DRN-5027425
13 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5027425 The complaint Miss B is unhappy that Monzo Bank Ltd hasn’t reimbursed 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 he... (3 pages)View decision -
Decision Reference DRN-5617640
12 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5617640 The complaint Mr A complains that Monzo Bank Ltd (Monzo) was irresponsible in granting him a personal current account overdraft, as it was unaffordable for him. Mr A also complains that his relationship with Monzo was unfair as he was allowed to rely on high-cost debt, and t... (5 pages)View decision -
Decision Reference DRN-5154118
12 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5154118 The complaint Mr A complains that Monzo Bank Ltd did not refund him money, which he believes he has lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary I understand it to be as fol... (3 pages)View decision -
Decision Reference DRN-5588736
12 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5588736 The complaint Mr M is unhappy with how Monzo Bank Ltd (Monzo) have reported his Flex account and overdraft to the credit reference agencies (CRA). He says Monzo have misrepresented his financial standing and this has had both a financial and personal impact for him. What ha... (5 pages)View decision -
Decision Reference DRN-5585652
12 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5585652 The complaint Mr T complains Monzo Bank Ltd (“Monzo”) restricted his account whilst it carried out a review causing him substantive distress, inconvenience, and embarrassment. Mr T adds that Monzo should have removed the blocks much sooner that it did as he had provided suff... (3 pages)View decision