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 2561 results
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Decision Reference DRN-5746876
1 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5746876 The complaint Mrs B has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened Both sides are most familiar with the case and we must anonymise decisions, so I will summarise what happened relatively briefly. In late 2024... (3 pages)View decision -
Decision Reference DRN-5602152
1 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5602152 The complaint Mr C complains Monzo Bank Ltd has recorded his personal details with Cifas – a fraud prevention database – and won’t remove them. What happened On 12 October 2024, Mr C received two payments totalling £140 into his Monzo account. On the same day, Monzo receive... (2 pages)View decision -
Decision Reference DRN-5851913
1 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5851913 The complaint Mr G complains Monzo Bank Limited (Monzo) refuse to remove a default from his credit file. What happened Mr G says Monzo recorded a default on his credit file in April 2024, following a disputed chargeback transaction of £98.70 which left his personal account o... (2 pages)View decision -
Decision Reference DRN-5967787
1 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5967787 The complaint Mr K complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost after falling victim to a scam. What happened In 2024, Mr K made contact with someone over a messaging app, who I’ll refer to as J. J said they had connections to care homes and could ... (3 pages)View decision -
Decision Reference DRN-5785781
29 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5785781 The complaint Miss O complains that Monzo Bank Ltd won’t refund the money she lost to a job scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Miss O was lookin... (4 pages)View decision -
Decision Reference DRN-5959917
28 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5959917 The complaint Mr R has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr R opened an account with Monzo in January 2025. In June 2025 Monzo received a fraud report from another bank about a payment ma... (2 pages)View decision -
Decision Reference DRN-5817893
28 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5817893 The complaint Mrs A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Mrs A opened an account with Monzo in April 2023. In May that year Monzo received a fraud report from another bank about a paymen... (2 pages)View decision -
Decision Reference DRN-5839939
28 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5839939 The complaint Mr M complains that Monzo Bank Ltd (“Monzo”) won’t refund him the money he lost, after he fell victim to an investment scam. Mr M has brought his complaint to this service with the assistance of a professional representative, but for ease of reading I will ref... (4 pages)View decision -
Decision Reference DRN-5932374
28 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5932374 The complaint Mr K complains Monzo Bank Ltd won’t refund money he says he lost as part of a scam. Mr K is supported in making his complaint by a representative, but for ease, I’ll refer to Mr K throughout this decision. What happened Mr K has explained that in 2024 he was in... (3 pages)View decision -
Decision Reference DRN-5338945
28 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5338945 The complaint Mr K complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded the money he lost to an investment scam. Mr K referred his complaint to this service with the help of a professional representative. However, for ease of reading, I’ll refer only to Mr K throughout m... (3 pages)View decision