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-5272069
10 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5272069 The complaint Mr A complains Monzo Bank Ltd unfairly loaded him to a fraud database. What happened Mr A was sent £110 by a friend, and sent £100 of it overseas. Mr A was then contacted by Monzo, it asked about the payment and what it was for. Mr A sent in some screenshots ... (4 pages)View decision -
Decision Reference DRN-5610727
10 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5610727 The complaint Mr B complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost to a scam. He’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mr B throughout this decision. What happened In summary, in February 2024, Mr B was messaged ... (6 pages)View decision -
Decision Reference DRN-5274071
9 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5274071 The complaint Mr Y has complained that Monzo Bank Ltd won’t refund transactions he says he didn’t make or otherwise authorise. What happened Over the course of about two weeks in November 2024, various online card payments were made from Mr Y’s Monzo account. Just after the ... (4 pages)View decision -
Decision Reference DRN-5065839
9 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5065839 The complaint Mr R complains Monzo Bank Ltd (“Monzo”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr R said he decided to invest in a cryptocurrency investment opportunity which was popular in his town. He said he made payments from his Revo... (3 pages)View decision -
Decision Reference DRN-5241970
5 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5241970 The complaint Mr F 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 s... (7 pages)View decision -
Decision Reference DRN-5253688
4 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5253688 The complaint Mr A complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost to a job scam. What happened The events leading up to this complaint are known to both parties. I won’t repeat all the details here. In summary, Mr A says that in January 2024 he was ... (4 pages)View decision -
Decision Reference DRN-5214775
3 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5214775 The complaint Miss H complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds she lost when she fell victim to an impersonation scam. What happened Miss H says that on 23 February 2024 she received a call from someone who said they were from Monzo. She didn’t know ... (3 pages)View decision -
Decision Reference DRN-5511287
3 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5511287 The complaint Mr R complains that Monzo Bank Ltd have irresponsibly lent to him. What happened Mr R was approved for a Monzo Flex account in July 2022 with a £1,000 credit limit. I have set out the credit limit changes below: August 2022 £1,000 to £3,000 October 2022 £3,000 ... (4 pages)View decision -
Decision Reference DRN-5560057
2 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5560057 The complaint Mrs A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In July 2024 Monzo received a fraud report from another bank about a payment made into Mrs A’s Monzo account. This payment was fo... (2 pages)View decision -
Decision Reference DRN-5324785
2 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5324785 The complaint Miss M complains that Monzo Bank Ltd did not reimburse the funds she lost to a scam. What happened Miss M was looking for an apartment to rent overseas. She went onto a genuine property agent website and found an apartment she liked. She contacted the agent, wh... (5 pages)View decision