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-5004210
12 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5004210 The complaint Mr M complains that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. Mr M is represented in this complaint by a claims management company, but for simplicity I will refer to Mr M throughout this decision, even when referencing what... (3 pages)View decision -
Decision Reference DRN-5440965
12 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5440965 The complaint Mr S is unhappy with Monzo Bank Ltd. Mr S said he added a gambling block to his account but was still able to make gambling transactions after the block was added. What happened Mr S placed a gambling block on his own account through the online tools available... (3 pages)View decision -
Decision Reference DRN-5600498
11 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5600498 The complaint Mr A has complained about Monzo Bank Ltd registering a fraud marker against him. What happened Both sides are most familiar with the case, so I’ll summarise things more briefly. Mr A opened an account with Monzo after moving to the UK. He received a series of f... (4 pages)View decision -
Decision Reference DRN-5098162
11 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5098162 The complaint Mr A complains that Monzo Bank Ltd unfairly placed a fraud marker against his name and closed his bank account. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mr A had an account wi... (5 pages)View decision -
Decision Reference DRN-5511288
11 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5511288 The complaint Mr R complains that Monzo Bank Ltd (Monzo) acted irresponsibly in granting him a personal current account overdraft, and in increasing its limit. What happened Mr R has had a personal current account with Monzo for several years. In July 2022, Monzo granted Mr... (3 pages)View decision -
Decision Reference DRN-5394711
11 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5394711 The complaint Mr A complains that Monzo Bank Ltd caused his payment to another bank to fail and didn’t address his information or accessibility needs effectively. What happened Mr A contacted Monzo on 22 December 2024 via its app about declined payments to another bank. ... (5 pages)View decision -
Decision Reference DRN-5608028
11 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5608028 The complaint Miss M has complained about Monzo Bank Ltd’s (Monzo’s) handling of her claim. What happened Miss M booked a stay at a hotel I shall call R using her Monzo debit card. This was for the dates of 2 May to 4 May 2024 at a cost of £258.52. However the wedding she w... (5 pages)View decision -
Decision Reference DRN-4944951
10 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4944951 The complaint Mrs K 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... (8 pages)View decision -
Decision Reference DRN-4907808
10 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4907808 The complaint Mrs O complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. In bringing her complaint to this service Mrs O is represented, but for ease of reading I will refer to Mrs O throughout t... (3 pages)View decision -
Decision Reference DRN-5603915
10 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5603915 The complaint Mr A complains that Monzo Bank Ltd won’t refund the money he lost as the result of an authorised push payment (APP) scam. Mr A is represented by a third party, for ease of reading I will refer solely to Mr A in this decision. What happened Both parties are fami... (3 pages)View decision