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-5892886
25 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5892886 The complaint Mrs O complains that Monzo Bank Ltd didn’t do enough to protect her when she fell victim to an investment scam. What happened Mrs O came across a company, which I’ll call “H”, through an individual she understood was a trusted contact within her community. She... (2 pages)View decision -
Decision Reference DRN-5956200
25 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5956200 The complaint Mrs M complains that Monzo Bank Ltd (“Monzo”), have failed to refund money that she lost as part of an investment scam. What happened Mrs M came across three companies that purported to be investment firms, but they were actually scams. I will call these firm... (3 pages)View decision -
Decision Reference DRN-5577921
25 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5577921 The complaint Miss M complains that Monzo Bank Ltd won’t reimburse her after she made payments for home renovation supplies that were never provided – which she now considers to have been part of a scam. What happened The circumstances of this complaint have been set out in ... (3 pages)View decision -
Decision Reference DRN-5972144
25 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5972144 The complaint Miss M is unhappy Monzo Bank Ltd will not refund the money she lost as the result of a scam. Miss M brought her complaint through a representative. For ease of reading I will refer solely to Miss M in this decision. What happened As both parties are aware of ... (4 pages)View decision -
Decision Reference DRN-5515319
25 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5515319 The complaint P, a limited company, complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money they say was lost as the result of a scam. Mrs D, a director of P, brings the complaint on P’s behalf. What happened Mrs D found an investment opportunity online offered by a... (4 pages)View decision -
Decision Reference DRN-5709876
24 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5709876 The complaint Mrs B is complaining about Monzo Bank Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs B fell victim to a cruel job scam. After responding to an advert, she was contacted online by scammers offering her a role that... (5 pages)View decision -
Decision Reference DRN-5738085
24 Nov 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5738085 The complaint Mr E complains that Monzo Bank Ltd (Monzo) irresponsibly gave him a fixed sum loan agreement that he could not afford to repay. What happened In April 2022 Mr E applied for a fixed sum loan with Monzo. He was given a loan for £3,000. The total repayable, inclu... (3 pages)View decision -
Decision Reference DRN-5842427
24 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5842427 The complaint Mr G complains that despite having a gambling block enabled on his account with Monzo Bank Ltd he was still able to continue to gamble. He said he set up a gambling block on his account a long time ago, but he recently noticed certain apps were changing their p... (4 pages)View decision -
Decision Reference DRN-5918106
24 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5918106 The complaint Mr R complains that Monzo Bank Ltd declined his disputed transaction claim. What happened On 25 July 2025 Mr R raised a dispute with Monzo in relation to a card payment of £53.89 made to a merchant on 13 July 2025. Mr R said he’d been charged for an automatic r... (2 pages)View decision -
Decision Reference DRN-5629124
21 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5629124 The complaint Miss L is unhappy Monzo Bank Ltd (“Monzo”) hasn’t offered her a refund after she complained about being the victim of a scam. What happened Miss L found a company that offered cosmetic treatments online. For the purposes of this decision, I will refer to this c... (3 pages)View decision