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-5356462
26 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5356462 The complaint Mr O complains Monzo Bank Ltd unfairly loaded him to a fraud database. What happened Mr O was introduced to someone, J, via a mutual friend. During some messaging, it seems J asked about opening an account with Monzo, where Mr O banked. Mr O says he sent J a... (3 pages)View decision -
Decision Reference DRN-4845070
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4845070 The complaint Mr O complains that Monzo Bank Ltd has unfairly refused to refund his losses after he fell victim to a scam. Mr O is represented in his complaint by a professional third party but for ease I will refer to Mr O throughout. What happened Mr O met an individual th... (4 pages)View decision -
Decision Reference DRN-5278337
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5278337 The complaint Mr J complains that Monzo Bank Ltd (“Monzo”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr J has explained that in May to A... (3 pages)View decision -
Decision Reference DRN-5289556
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5289556 The complaint Mr C complains Monzo Bank Ltd recorded a marker against him, on a national fraud database. He doesn’t think it’s treated him fairly. To resolve matters, he’d like the entry removed. What happened A summary of what happened is below. Mr C had an account with Mon... (3 pages)View decision -
Decision Reference DRN-5415756
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5415756 The complaint Mr B in unhappy that Monzo Bank Ltd has decided not to refund him after he was the victim of an investment scam. What happened Mr B invested in a rent-to-rent property scheme. Mr B was introduced to R who produced all contracts, and payments were made direct to... (3 pages)View decision -
Decision Reference DRN-4694359
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4694359 The complaint Mr W is unhappy that Monzo Bank Ltd won’t reimburse money he lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr W has explained that between September and November 202... (3 pages)View decision -
Decision Reference DRN-4850276
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4850276 The complaint Miss J complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. Miss J brings her complaint with the assistance of professional representation, but for readability, in what follows I wi... (4 pages)View decision -
Decision Reference DRN-5251700
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5251700 The complaint Miss T complains that Monzo Bank Ltd unfairly recorded a Credit Industry Fraud Avoidance System (CIFAS) marker under her name. What happened Around December 2023, Monzo restricted and closed Miss T’s account following a review of certain transactions carried ou... (3 pages)View decision -
Decision Reference DRN-5335514
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5335514 The complaint Mrs H complains Monzo Bank Ltd loaded a marker against her at Cifas, a national fraud database and closed her account. She doesn’t think it’s treated her fairly. What happened A summary of what happened is below. Mrs H opened an account with Monzo in August 202... (3 pages)View decision -
Decision Reference DRN-5329590
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5329590 The complaint Mrs N complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In November 2022, Mrs N received a text message from someone who said they were from a recruitment company and had a potential job for her. And... (3 pages)View decision