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 2587 results
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Decision Reference DRN-5824621
27 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5824621 The complaint Mrs H is unhappy that Monzo Bank Ltd (Monzo) won’t refund payments she made from her account which she later discovered were part of a cryptocurrency based, investment scam. What happened In early 2022, Mrs H made three payments from her Monzo account to a new... (4 pages)View decision -
Decision Reference DRN-5928198
27 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5928198 The complaint Miss T complains that Monzo Bank Ltd (“Monzo”) won’t refund her the money she lost, after she fell victim to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in summa... (5 pages)View decision -
Decision Reference DRN-6087135
27 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6087135 The complaint Mr D complains that Monzo Bank Ltd has only partially refunded him the money he lost as the result of a fraud. He thinks Monzo should have done more to protect him and wants all the money he lost refunded. What happened Mr D said he was the victim of a cryptocu... (3 pages)View decision -
Decision Reference DRN-5892186
26 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5892186 The complaint Mr B complains that Monzo Bank Ltd allowed disputed transactions to debit his account which put it into an unplanned overdraft. What happened In September and October 2024, three transactions totalling £183.93 debited Mr B’s account. The transactions were part ... (3 pages)View decision -
Decision Reference DRN-5892119
26 Jan 2026 Monzo Bank Ltd Not upheldConsumer CreditDRN-5892119 The complaint Miss B complains that Monzo Bank Ltd (Monzo) acted unfairly in agreeing to lend to her as they didn’t sufficiently check she could sustain the repayments. What happened Around February 2023 Miss B entered into a Fixed Sum loan agreement with Monzo for £7,500. A... (4 pages)View decision -
Decision Reference DRN-5923301
26 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5923301 The complaint Mr S is unhappy Monzo Bank Ltd will not refund all the money he lost to an authorised push payment (APP) scam. What happened As both parties are familiar with the details of the scam, I will not repeat them here in full. In summary, Mr S fell victim to a job/ta... (3 pages)View decision -
Decision Reference DRN-6083909
26 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6083909 The complaint Mr S has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr S opened an account with Monzo in November 2023. In January 2025 Monzo blocked Mr S’s account after a large credit was paid int... (2 pages)View decision -
Decision Reference DRN-6104048
26 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6104048 The complaint Mr A complains that Monzo Bank Ltd (‘Monzo’) won’t refund him the money he lost after he fell victim to an Authorised Push Payment (‘APP’) scam. In bringing his complaint to this service Mr A is represented. What happened I issued a provisional decision for t... (6 pages)View decision -
Decision Reference DRN-6049684
23 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6049684 The complaint Ms E complains that Monzo Bank Ltd (Monzo) won’t refund the money she’s lost as a result of a romance scam. What happened The detailed background to this complaint is well known to both parties and the following is a summary of what happened. In November 2024... (6 pages)View decision -
Decision Reference DRN-5837143
23 Jan 2026 Monzo Bank Ltd Not upheldConsumer CreditDRN-5837143 The complaint Miss K complains Monzo Bank Ltd is holding her liable for a loan which she says was taken out and used fraudulently. What happened The details of this complaint are well known to both parties. Rather than repeat them all again here, I’ve summarised the events a... (3 pages)View decision
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