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
-
Decision Reference DRN-5015124
30 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5015124 The complaint Mr D complains that Monzo Bank Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr D came across a company I’ll call ‘H’ via an individual he worked with. He understood it was an investment opportunity relating to cry... (3 pages)View decision -
Decision Reference DRN-5493802
30 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5493802 The complaint Mr E complains Monzo Bank Ltd closed his account and unfairly defaulted him. What happened Mr E had a current account with a debit card with Monzo and an overdraft as well as a loan. In February 2023 Mr E told Monzo over 100 ATM withdrawals totalling more than ... (3 pages)View decision -
Decision Reference DRN-5046152
30 Apr 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5046152 The complaint Mr R complains about Monzo Bank Ltd’s decision not to raise a chargeback claim on his behalf. Mr R has also complained about Monzo Bank Ltd’s service during the chargeback and complaint process. What happened Mr R employed the services of a business (who I’ll r... (4 pages)View decision -
Decision Reference DRN-5463959
30 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5463959 The complaint Mr S complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database. He doesn’t think it has treated him fairly. What happened A summary of what happened is below. Mr S held an account with Monzo. In August 2024, it was credited with... (3 pages)View decision -
Decision Reference DRN-5334551
29 Apr 2025 Monzo Bank Ltd UpheldConsumer CreditDRN-5334551 The complaint Ms H is unhappy that Monzo Bank Ltd aren’t accepting her loan payments, have chased her for payments that she’d made, and have reported adverse information to her credit file. What happened In April 2022, Ms H successfully applied for a £15,000 personal loan wi... (3 pages)View decision -
Decision Reference DRN-5511284
29 Apr 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5511284 The complaint Mr R complains that Monzo Bank Ltd was irresponsible in its lending to him. What happened Mr R was provided with an initial loan for £7,000 by Monzo in April 2023. The loan term was 60 months and Mr R was required to make monthly repayments of £205. He was then... (3 pages)View decision -
Decision Reference DRN-5401939
28 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5401939 The complaint Mr S has complained that Monzo Bank Ltd (“Monzo”) failed to refund the money he lost as part of an investment scam. Mr S has a professional representative. What happened The details of this complaint are well known to both parties, so I will not repeat everythi... (3 pages)View decision -
Decision Reference DRN-5373649
28 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5373649 The complaint Mr C complains that Monzo Bank Ltd (‘Monzo’) unfairly defaulted his account during a payment plan and communicated with him poorly at this time. Mr C wants the default removing from his credit file. What happened Monzo sent Mr C a letter on 6 October 2023 war... (3 pages)View decision -
Decision Reference DRN-5510554
28 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5510554 The complaint Ms S complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded the money she lost when she fell victim to a scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend to set these out in detail here. However, I’ll pr... (4 pages)View decision -
Decision Reference DRN-5432762
28 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5432762 The complaint Mr H complains that Monzo Bank Ltd failed to handle his request for a chargeback properly and was racist. What happened Mr H took a flight from the UK and when he arrived for his return flight the airline told him he could not fly back with it. He was given a N... (3 pages)View decision