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-5362925
19 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5362925 The complaint Mr I is unhappy that Monzo Bank Ltd defaulted his account. What happened Mr I held a Monzo current account with an agreed overdraft facility of £500. In March 2024, Mr I’s account balance was slightly beyond the agreed overdraft limit, and on 25 March 2024, Mr ... (3 pages)View decision -
Decision Reference DRN-5406289
18 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5406289 The complaint Miss B complains that Monzo Bank Ltd didn’t do enough to protect her when she fell victim to a cryptocurrency investment scam. What happened Miss B contacted a friend though social media after seeing their posts about success in cryptocurrency investing. They e... (4 pages)View decision -
Decision Reference DRN-5389063
18 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5389063 The complaint Mr K complains Monzo Bank Ltd unfairly closed his account and applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to both partie... (3 pages)View decision -
Decision Reference DRN-5265306
18 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5265306 The complaint Mr A complains that Monzo Bank Ltd blocked his current account and reported a CIFAS marker against his name. He’d like the CIFAS marker removed. What happened In May 2024 Mr A opened a current account with Monzo. He received multiple payments into the account ... (3 pages)View decision -
Decision Reference DRN-5400035
15 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5400035 The complaint Mrs L has complained that Monzo Bank Limited (“Monzo”) failed to protect her from falling victim to a cryptocurrency investment scam and hasn’t refunded the money she lost. What happened I issued a provisional decision in February 2025 explaining why I was min... (5 pages)View decision -
Decision Reference DRN-5264166
14 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5264166 The complaint Mr O complains Monzo Bank Ltd, trading as Monzo, closed his account without notice nor explanation and applied a fraud marker against him. Mr O says Monzo’s actions have substantively impacted him, and his plans, given his young age and status as a student. To ... (3 pages)View decision -
Decision Reference DRN-5382202
14 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5382202 The complaint Mr K complains Monzo Bank Ltd (“Monzo”) closed his account and applied an adverse fraud marker against him. Mr K says the application of the marker has caused him substantive distress. To put things right, Mr K wants Monzo to remove the fraud marker. What happe... (4 pages)View decision -
Decision Reference DRN-4997899
14 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4997899 Complaint Miss L is unhappy that Monzo Bank Ltd didn’t reimburse her after she told it she’d fallen victim to a scam. Background The background to this case is well known to the parties, so I don’t intend to set it out in full. The following is a summary of the key facts. In... (3 pages)View decision -
Decision Reference DRN-5316695
14 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5316695 The complaint Mr C complains Monzo Bank Ltd suspended his debit card but refused to acknowledge it had. He also complains about the poor customer service he had when trying to resolve this issue and that Monzo didn’t pay the £50 compensation it offered him. What happened Mr ... (2 pages)View decision -
Decision Reference DRN-4964471
14 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4964471 The complaint Mr A complains that Monzo Bank Ltd won’t refund 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. But in summary and based on the submissions ... (4 pages)View decision