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-5470959
9 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5470959 The complaint Miss M complains that Monzo Bank Ltd won’t refund the money she lost when she fell victim to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions o... (5 pages)View decision -
Decision Reference DRN-5291695
9 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5291695 The complaint Mr B complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr B had an account with Monzo. On 4 August 2023, it was credited with... (3 pages)View decision -
Decision Reference DRN-5082255
4 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5082255 The complaint Ms H complains about Monzo Bank Ltd. She says that she has fallen victim to an investment scam and would like Monzo to refund her the money she has lost. What happened Ms H was introduced to a company (which I will call L) offering investment opportunity with... (3 pages)View decision -
Decision Reference DRN-5379725
4 Apr 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5379725 The complaint Mr H has complained that Monzo Bank Ltd (“Monzo”) failed to protect him from falling victim to an employment scam, and hasn’t refunded the money he lost. What happened The background of this complaint is already known to both parties, so I won’t repeat all of ... (7 pages)View decision -
Decision Reference DRN-5380786
3 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5380786 The complaint Miss F has complained that Monzo Bank Ltd didn’t cancel her credit card with it, and her account was later defaulted. What happened Miss F took out a credit card with Monzo on 22 June 2019. She’s explained she did this by mistake. On 23 May 2022, she asked Monz... (2 pages)View decision -
Decision Reference DRN-5426219
3 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5426219 The complaint Mr W complains Monzo Bank Ltd (“Monzo”) unfairly put him into an overdrawn position after they accidentally credited his account with the same payment twice. What happened In August 2024 Monzo faced an issue whereby payments powered by a specific company were ... (3 pages)View decision -
Decision Reference DRN-5454064
3 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5454064 The complaint X is unhappy that Monzo Bank Ltd (“Monzo”) will not refund him the £9,532 he lost after he fell victim to a task-based job scam. X is represented by a third party. What happened X was contacted about a remote job opportunity on a social media messaging platfo... (4 pages)View decision -
Decision Reference DRN-5153151
2 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5153151 The complaint Miss P complains Monzo Bank Ltd won’t refund her for payments made in connection with a scam – some of which she says were unauthorised. What happened Miss P was contacted via a messaging app about a remote job opportunity with a company, “M”, which involved co... (3 pages)View decision -
Decision Reference DRN-5370924
1 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5370924 The complaint Mrs A complains that Monzo Bank Ltd unfairly closed her account and returned some of the funds that remained to source. What happened In August last year, Monzo contacted Mrs A asking her to prove her entitlement to funds that had entered her account. Mrs A did... (2 pages)View decision -
Decision Reference DRN-5365991
31 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5365991 The complaint Mrs P complains Monzo Bank Ltd unfairly closed her current account and applied a default on her credit file after she fell into financial difficulty. What happened In October 2022, Mrs P entered into a zero affordability plan for her overdraft af... (4 pages)View decision