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-4992556
25 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4992556 The complaint Mr D complains Monzo Bank Ltd (“Monzo”) has declined to offer him a refund after he fell victim to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t go into too much detail again here. However, in summary... (6 pages)View decision -
Decision Reference DRN-5153750
24 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5153750 The complaint Mr B complains about the actions of Monzo Bank Ltd when he lost money to a scam. Mr B is being represented by a claims management company but for ease I’ll only refer to Mr B. What happened The detailed background to this complaint is well known to both parti... (5 pages)View decision -
Decision Reference DRN-5366738
24 Mar 2025 Monzo Bank Ltd UpheldConsumer CreditDRN-5366738 The complaint Mr C has complained that Monzo Bank Ltd acted irresponsibly when provided him with a £10,000 loan 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 can resul... (4 pages)View decision -
Decision Reference DRN-4895309
21 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4895309 The complaint Miss T complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost as a result of an employment scam. What happened The background to this complaint is known to both parties, so I won’t repeat all the details here. In summary, Miss T says: She wa... (3 pages)View decision -
Decision Reference DRN-5028096
21 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5028096 The complaint Mr S has complained Monzo Bank Ltd failed to sufficiently intervene causing him to fall victim to an authorised push payment (APP) scam or recover his funds after it occurred. What happened The background to this complaint is well-known to both parties, so I w... (5 pages)View decision -
Decision Reference DRN-5319142
21 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5319142 The complaint Mr M complains Monzo Bank Limited unfairly reported information about his account activity. Mr M says this caused him distress and Monzo Bank Limited should remove the information reported. What happened Mr M held a Monzo account and in early February 2024 the... (3 pages)View decision -
Decision Reference DRN-4721819
20 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4721819 The complaint Mr G complains that Monzo Bank Ltd (‘Monzo’) hasn’t reimbursed him after he fell victim to a scam. What happened Mr G says that in around September 2023 he received a message from someone who introduced themselves as a representative of a company I’ll call S i... (3 pages)View decision -
Decision Reference DRN-5077039
19 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5077039 The complaint Mr K complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded the money he lost after he fell victim to a scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend to repeat these in detail here. However, I’ll prov... (4 pages)View decision -
Decision Reference DRN-5406170
19 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5406170 The complaint Mr G, on behalf of a limited company, complains that Monzo Bank Limited didn’t do enough to help it when it told Monzo about a dispute it had with a merchant. This dispute was over services paid for using its Monzo business current account. What happened Mr G i... (3 pages)View decision -
Decision Reference DRN-5384741
19 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5384741 The complaint Mr N complains that Monzo Bank Ltd (Monzo) won’t refund a £400 transaction which he says he didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr N says he lost his wa... (2 pages)View decision