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-5553988
30 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5553988 The complaint Miss B complains that Monzo Bank Ltd unfairly registered a default in relation to her current account. What happened Miss B held a current account with Monzo, with an overdraft facility of £500. In February 2023, the debit balance on the account increased above... (3 pages)View decision -
Decision Reference DRN-5507906
30 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsThe complaint Mr N complaints that Monzo Bank Ltd (‘Monzo’) registered a Cifas marker against him without due cause. What happened In August 2024, Monzo received a report from another financial business to report that Mr N’s account received funds totalling approximately £1,900 which were ... (4 pages)View decision -
Decision Reference DRN-5093441
30 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5093441 The complaint Mr B says Monzo Bank Ltd (‘Monzo’) didn’t do enough to help when he fell victim to an impersonation / safe account scam. He says Monzo should reimburse the money he lost. In bringing his complaint, Mr B has used the services of a professional representative. F... (4 pages)View decision -
Decision Reference DRN-5482381
30 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5482381 The complaint Mr W complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In September 2023, Mr W saw a car he was interested in buying listed on an online marketplace. He contacted the seller and arranged to view it in ... (2 pages)View decision -
Decision Reference DRN-5156601
29 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5156601 The complaint Mr B has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened In late 2023, Mr B was contacted by a scammer posing as a recruiter. They recruited him to a spoofed company, where he was given an account on t... (4 pages)View decision -
Decision Reference DRN-5224492
28 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5224492 The complaint Ms H complains that Monzo Bank Ltd won’t refund the money she lost as the result of a scam. What happened The background to the complaint is well known to the parties, so I’ll simply summarise it here. Briefly, Ms H’s mother was looking for work, and was contac... (4 pages)View decision -
Decision Reference DRN-5465670
28 May 2025 Monzo Bank Ltd UpheldConsumer CreditDRN-5465670 The complaint Miss B complains that Monzo Bank Ltd is unfairly holding her liable for a £6,450.00 loan she says she didn’t apply for. What happened On 21 January 2023, Monzo received an application for a loan using Miss B’s personal details. The loan was approved, and £6,450... (3 pages)View decision -
Decision Reference DRN-5275759
28 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5275759 The complaint Mr O complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the money he lost when he fell victim to a scam. What happened Mr O says that he and his partner were in the process of buying and selling a property and had appointed a firm of solicitors. He commun... (3 pages)View decision -
Decision Reference DRN-4936700
28 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4936700 The complaint Mrs S complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of a scam. Mrs S is represented by a firm I’ll refer to as ‘IC’ What happened The background to this complaint is well known to both parties and so I’ll only refer to some key... (6 pages)View decision -
Decision Reference DRN-5325031
28 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsThe complaint Miss M has complained about Monzo Bank Ltd allowing a mistaken credit into her account to get taken back. What happened In late 2024, a fraudster used Miss M’s card details to pay a shipping merchant to ship some packages. Miss M reported this and Monzo got it refunded. The f... (4 pages)View decision