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-5340147
14 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5340147 The complaint Ms C complains that Monzo Bank Ltd didn’t get the money back she paid for faulty goods. What happened At the end of May 2024 Ms C ordered a hot tub at a cost of £350. She paid for it using her Monzo debit card. The hot tub was delivered to the wrong address and... (2 pages)View decision -
Decision Reference DRN-5394961
13 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5394961 The complaint Mr A has complained that Monzo Bank Limited (“Monzo”) failed to protect him from falling victim to a romance scam, and hasn’t refunded the money he lost. What happened I issued a provisional decision (“PD”) in February 2025 explaining why I was minded to uphol... (5 pages)View decision -
Decision Reference DRN-5360896
13 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5360896 The complaint Mr O complains that Monzo Bank Ltd unfairly closed his account and loaded a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. What happened Around October last year, Monzo loaded a CIFAS marker against Mr O’s name following the immediate c... (3 pages)View decision -
Decision Reference DRN-5289515
13 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5289515 The complaint Mr B complains about how Monzo Bank Ltd handed refunds for transactions paid for with his Monzo Flex credit card account. What happened Mr B bought two items that cost £17.99 and £21.99 from an online retailer on 12 June 2024 using his Monzo Flex account. Mr B ... (2 pages)View decision -
Decision Reference DRN-5319672
13 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5319672 The complaint Mr A is complaining that Monzo Bank Ltd hasn’t reimbursed him for payments he made to a scam. What happened Both parties are familiar with the circumstances of this complaint so I won’t go into detail here. In short, Mr A fell victim to a job scam in December 2... (3 pages)View decision -
Decision Reference DRN-5394173
13 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5394173 The complaint Ms R complains that Monzo Bank Ltd is unfairly holding her liable for the debt on a loan and money she lost as a result of 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... (5 pages)View decision -
Decision Reference DRN-4716771
13 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4716771 The complaint Mrs W complains that Monzo Bank Ltd hasn’t refunded her for money she lost to a scam. What happened Mrs W holds an account with Monzo. In September 2023, she was contacted through a messaging app with the offer of a remote working job opportunity. This involve... (6 pages)View decision -
Decision Reference DRN-5319369
13 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5319369 The complaint Mr B complains that Monzo Bank Ltd (Monzo) acted irresponsibly when they agreed to him having a Flex account and giving him further credit limit increases. What happened In August 2022 Mr B applied for a Flex account with Monzo. His application was successful, ... (4 pages)View decision -
Decision Reference DRN-5210023
13 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5210023 The complaint Miss E complains that Monzo Bank Ltd did not reimburse a series of payments she lost to a scam. What happened Miss E received a message from a recruiter with a job opportunity on 11 January 2023. This was a fully remote, flexible job where she had to complete a... (3 pages)View decision -
Decision Reference DRN-5241412
12 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5241412 The complaint Ms C complains that Monzo Bank Ltd won’t reimburse the money she’s lost to a scam. What happened Ms C has fallen victim to an investment scam. She saw a celebrity-endorsed advertisement on social media for an investment opportunity that interested her, so she s... (4 pages)View decision