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-5174311
16 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5174311 The complaint Miss C complains Monzo Bank Ltd incorrectly handled her chargeback claim and unfairly closed her account. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. In August 2023 Miss C was on... (4 pages)View decision -
Decision Reference DRN-5562065
15 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5562065 The complaint Mr I complains that Monzo Bank Ltd has not reimbursed him for transactions which he has disputed. He made the payments in question using his Monzo debit card. What happened Mr I paid for flights using his Monzo card. He says that a flight from Edinburgh to Belf... (2 pages)View decision -
Decision Reference DRN-5184907
14 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5184907 The complaint Miss F complains that Monzo Bank Ltd gave her an overdraft and subsequent limit increase which she couldn’t afford to repay. What happened In June 2023 Monzo agreed a £250 overdraft on Miss F’s current account. Shortly after this in October 2023, Monzo agreed a... (3 pages)View decision -
Decision Reference DRN-5555043
14 May 2025 Monzo Bank Ltd UpheldConsumer CreditDRN-5555043 The complaint Mr F complains that Monzo Bank Ltd was irresponsible in its lending to him. He wants a thorough review of the loan application to take place and for Monzo to consider cancelling the loan. Mr F is represented by a family member Mrs N. What happened Mr F was prov... (4 pages)View decision -
Decision Reference DRN-5245716
12 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5245716 The complaint Mr R complains Monzo Bank Ltd unfairly loaded him to a fraud database. What happened Mr R was contacted by Monzo on its online chat and asked about a payment he’d received. Mr R explained the payment was for some football shirts a friend, Mr H, was selling. ... (3 pages)View decision -
Decision Reference DRN-5512341
12 May 2025 Monzo Bank Ltd UpheldConsumer CreditDRN-5512341 The complaint Mr B complains that Monzo Bank Ltd was irresponsible in its lending to him. What happened Monzo provided Mr B with a £6,000 loan in July 2023. The loan term was 24 months and Mr B was required to make monthly repayments of £283. Mr B said that adequate checks w... (3 pages)View decision -
Decision Reference DRN-5491542
12 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5491542 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. Mr S had an account with Monzo. In August 2024,... (3 pages)View decision -
Decision Reference DRN-5411923
9 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5411923 The complaint Mrs B complains about Monzo Bank Ltd. She says that she has been the victim of a scam and would like it to refund her the money she has lost. What happened Mrs B was helping a client rent a property – but after her client decided not to go ahead, the landlord... (3 pages)View decision -
Decision Reference DRN-5494541
9 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5494541 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost when he fell victim to a scam. What happened The full details of this complaint are well known to both parties and have been set out by the investigator previously. So, I won’t repeat them... (3 pages)View decision -
Decision Reference DRN-5289307
9 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5289307 The complaint Ms H says Monzo Bank Ltd (“Monzo”) failed to protect her account from transactions out of her account which were then lost to a scam. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail. In short, Ms H says... (2 pages)View decision