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-5137028
31 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5137028 The complaint B complains Monzo Bank Ltd (“Monzo”) failed to implement adequate security measures when allowing B to mistakenly complete a faster payment for £79,166 instead of £791.66. What happened The facts of this case are well known to both parties, so I won’t repeat th... (2 pages)View decision -
Decision Reference DRN-5128053
31 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5128053 The complaint Mr S complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known t... (5 pages)View decision -
Decision Reference DRN-5364075
31 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5364075 The complaint and what happened Mr F complains Monzo Bank Ltd won’t refund him the money he lost, after he fell victim to an Authorised Push Payment (“APP”) scam. Mr F was approached by a friend about an investment opportunity. He’s told us he was keen on investing and had ... (4 pages)View decision -
Decision Reference DRN-5237079
31 Mar 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5237079 The complaint Miss T complains Monzo Bank Ltd’s (Monzo) decision to lend to her was irresponsible and unaffordable for her. She says had Monzo completed adequate checks before providing her with a personal loan, they wouldn’t have agreed to provide her credit. What happened ... (5 pages)View decision -
Decision Reference DRN-5012054
31 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5012054 The complaint Mr L has complained about Monzo Bank Ltd not refunding several payments he says he made and lost 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. In summary, Mr L fell victim to a fak... (5 pages)View decision -
Decision Reference DRN-5440784
31 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5440784 The complaint Mr A complains that Monzo Bank Ltd made so many mistakes when opening an account for his business that he closed a personal account he’d opened. What happened In February 2024 Mr A applied to Monzo for a business account for a company he was a director and shar... (2 pages)View decision -
Decision Reference DRN-5440787
31 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5440787 The complaint A complains that Monzo Bank Ltd made mistakes when opening its account that had a significant impact on its business. What happened A was set up in February 2020 and opened a business account with a business who I’ll refer to as “N” throughout the rest of this ... (2 pages)View decision -
Decision Reference DRN-5440686
30 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5440686 The complaint Mr O complains that Monzo Bank Ltd registered a default against him after closing his account. He is also dissatisfied with the service he received, particularly delays in responding to his emails. What happened The detailed background of this complaint is wel... (4 pages)View decision -
Decision Reference DRN-5415003
28 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5415003 The complaint Mr V holds/held an account with Monzo Bank Ltd (“Monzo”). Mr V’s complaint is about Monzo’s refusal to reimburse him money he says he lost due to a scam. Mr V is represented by CEL Solicitors in this matter. However, where appropriate, I will refer to Mr V so... (5 pages)View decision -
Decision Reference DRN-5081851
28 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5081851 The complaint Miss L complains that Monzo Bank Ltd hasn’t refunded her after she was the victim of a scam in May 2024. What happened Miss L holds a current account with Monzo. She explains she’d missed out on purchasing music tickets due to the limited number available for ... (4 pages)View decision