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-5331129
22 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5331129 The complaint Mr D complains Monzo Bank Ltd (“Monzo”) closed his account with immediate effect and did so without explanation. Mr D is unhappy the funds in the account haven’t been returned to him. Mr D says Monzo’s actions have caused him significant distress and inconvenie... (2 pages)View decision -
Decision Reference DRN-5148442
22 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5148442 The complaint Mr G says Monzo Bank Ltd (‘Monzo’) didn’t do enough to help when he fell victim to a cryptocurrency investment scam. He says Monzo should reimburse the money he lost. Mr G has brought the complaint with the assistance of a professional representative. For ease... (4 pages)View decision -
Decision Reference DRN-5450021
22 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5450021 The complaint Mr D complains that Monzo Bank Ltd (“Monzo”), have failed to refund money that he lost as part of an investment scam. What happened Mr D came across a company that purported to be an investment firm, but he says it was actually a scammer that I will call C. Mr ... (3 pages)View decision -
Decision Reference DRN-5573222
21 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5573222 The complaint Mrs I complains that Monzo Bank Ltd is holding her liable for a loan and an overdraft she says were taken out by scammers. She accepts she moved the funds on from the loan, but says this was under the scammer’s instructions. What happened In August 2023, Mrs I ... (4 pages)View decision -
Decision Reference DRN-5534343
21 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5534343 The complaint Mr H complains that Monzo Bank Ltd rejected his disputed transaction claim. What happened Mr H ordered a set of number plates from a merchant on 29 November 2024 after seeing them advertised on TikTok. He paid using his Monzo card. Mr H emailed the merchant on ... (2 pages)View decision -
Decision Reference DRN-5571305
20 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5571305 The complaint Mr S complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. In April 2024, Mr S’s account with Monzo was cr... (3 pages)View decision -
Decision Reference DRN-5090775
20 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5090775 The complaint Mr and Mrs M complain that Monzo Bank Ltd hasn’t reimbursed the money they’ve lost to a scam. What happened Mr and Mrs M have fallen victim to a purchase scam. They found a vehicle they wanted to buy on a popular online marketplace. The total cost for the vehic... (3 pages)View decision -
Decision Reference DRN-5572016
20 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5572016 The complaint Mr R is unhappy that Monzo Bank Ltd won’t refund money he lost from a scam. What happened In mid-June 2024, Mr R received a text message with a passcode supposedly from Monzo, which asked him to call a number if he hadn’t requested it. Mr R did this and spoke w... (3 pages)View decision -
Decision Reference DRN-5197930
16 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5197930 The complaint Mr W complains that Monzo Bank Ltd won’t refund him the money he says he lost to an investment scam. In bringing his complaint to this service Mr W is represented by a third party, but for ease of reading I’ll refer to Mr W throughout. What happened The backg... (3 pages)View decision -
Decision Reference DRN-5500937
16 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5500937 The complaint Mr I complains Monzo Bank Ltd didn’t do enough to help get a refund for a transaction made on his debit card. What happened In September 2024, Mr I hired a car for a week while abroad, paying with his Monzo debit card. During the rental, one of the car’s tyre... (3 pages)View decision