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-5932614
28 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5932614 The complaint Ms D complains that Monzo Bank Ltd (Monzo) declined to reimburse money that she paid after falling victim to an investment scam that began in April 2022. I was sorry to hear of Ms D’s experience and that she has needed to contact us under these circumstances. W... (4 pages)View decision -
Decision Reference DRN-5890520
27 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5890520 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 January 2024 not long before his seventeenth birthday. In March of that year Monzo received f... (3 pages)View decision -
Decision Reference DRN-5898136
27 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5898136 The complaint Mr E is unhappy Monzo Bank Ltd stopped him from making a payment and then restricted and closed his account. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr E held a Monzo account... (3 pages)View decision -
Decision Reference DRN-5973958
27 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5973958 The complaint Mrs S complains that Monzo Bank Ltd didn’t protect her from what she believed to be a fraudulent transaction. The disputed funds have since been returned to Mrs S, but she’s unhappy that Monzo allowed the transaction to be processed. What happened On 25 July 2... (2 pages)View decision -
Decision Reference DRN-5980327
27 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5980327 The complaint Mr H complains that Monzo Bank Ltd won’t refund the money he lost to a job scam that required payments in crypto. 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 e... (9 pages)View decision -
Decision Reference DRN-5794309
27 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5794309 The complaint Mr L is unhappy Monzo Bank Ltd (“Monzo”) hasn’t offered him a refund after he complained about being the victim of a scam. What happened In early 2025, Mr L reached to a personal trainer (“B”). Mr L told B he was recovering from some poor mental and physical he... (4 pages)View decision -
Decision Reference DRN-5602498
27 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5602498 The complaint Mr K complains that Monzo Bank Ltd have refused to refund money he lost to a crypto investment scam. I’m very aware that I’ve summarised Mr K’s complaint and the relevant submissions briefly. No discourtesy is intended by this, but I’ve focussed on what I think... (3 pages)View decision -
Decision Reference DRN-5728255
26 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5728255 The complaint Mrs N complains that Monzo Bank Ltd did not reimburse the funds she says she lost to a scam. What happened Mrs N says she was contacted out of the blue on a messaging app about a job opportunity. This job was fully online and required her to carry out a set amo... (3 pages)View decision -
Decision Reference DRN-5937777
26 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5937777 The complaint Mr F complains that Monzo Bank Ltd (Monzo) treated him unfairly when it didn’t refund a payment he made to a third party. What happened The background to this complaint is well known to all parties so I’ll just give a broad overview here. On 2 September 2025,... (4 pages)View decision -
Decision Reference DRN-5894979
26 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5894979 The complaint Mr C complains that Monzo Bank Ltd failed to recover money he had paid to gambling sites and failed to protect him from gambling harm. What happened Mr C has told us he is addicted to gambling and in April 2023 he arranged to be excluded from access to gambling... (3 pages)View decision