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-5256544
25 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5256544 The complaint Mr K says Monzo Bank Ltd (“Monzo”) refuses to refund him for payments on his account he says he didn’t agree to. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail. In short, Mr K says he made payments to ... (3 pages)View decision -
Decision Reference DRN-5509349
25 Apr 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5509349 The complaint Mr A complains that Monzo Bank Ltd has unfairly refused to refund his losses after he fell victim to a scam. What happened Mr A sent money from his Monzo account to various cryptocurrency merchants. From there, it was forwarded on as part of the investment he u... (4 pages)View decision -
Decision Reference DRN-5505618
25 Apr 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5505618 The complaint Mr C has complained that Monzo Bank Ltd acted irresponsibly when it provided him a £500 overdraft facility in March 2024. Background Mr C has a number of accounts with Monzo. In March 2019 he disclosed to the bank that he had a compulsive spending problem that... (4 pages)View decision -
Decision Reference DRN-5473434
25 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5473434 The complaint Miss W says Monzo Bank Ltd (‘Monzo’) irresponsibly lent to her. She says that based on her existing financial situation she should not have been approved for a flex credit account. What happened This complaint is about a flex credit account that Miss W took ou... (3 pages)View decision -
Decision Reference DRN-4820600
24 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4820600 The complaint Mr T complains that Monzo Bank Ltd won’t refund money he lost to a scam. Mr T is represented by C. For ease, I’ve referred to comments made by C as though they were made by Mr T directly. What happened The details of this complaint are well known to both partie... (4 pages)View decision -
Decision Reference DRN-5499343
24 Apr 2025 Monzo Bank Ltd UpheldConsumer CreditDRN-5499343 The complaint Mr E complains that Monzo Bank Ltd irresponsibly lent him two personal loans. What happened Mr E took out a personal loan with Monzo in August 2022, borrowing £7,000 over a term of 60 months. The interest rate was 19.5% APR, giving a monthly payment of £176.73.... (5 pages)View decision -
Decision Reference DRN-5497424
24 Apr 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5497424 The complaint Mr P has complained through a representative that Monzo Bank Ltd (“Monzo”) gave him a loan without carrying out sufficient affordability checks. What happened Monzo provided Mr P with a £6,500 fixed sum loan in August 2023. If Mr P repaid the loan in line with... (3 pages)View decision -
Decision Reference DRN-5451035
23 Apr 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5451035 The complaint Ms M complains that Monzo Bank Ltd (Monzo) won’t refund the money she lost to an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties. As this is the case, I don’t intend to set them out in detail... (4 pages)View decision -
Decision Reference DRN-5385474
23 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5385474 The complaint Mr N complains about Monzo Bank Ltd refusing to refund overdraft fees when he was in financial difficulty. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events he... (3 pages)View decision -
Decision Reference DRN-5497279
22 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5497279 The complaint Mr F complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database. He doesn’t think it’s treated him fairly. Whilst he brings this complaint with the help of a representative, I will mostly refer to Mr F in this decision because t... (5 pages)View decision