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-5833987
21 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5833987 The complaint Miss E had an account with Monzo Bank Ltd. She alerted Monzo to vulnerabilities she was facing and transactions she was disputing. Miss E is unhappy that Monzo hasn’t refunded the transactions, hasn’t supported her after she told it of her vulnerabilities, and ... (4 pages)View decision -
Decision Reference DRN-5684097
21 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5684097 The complaint Mr B complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In August 2024, Mr B received a phone call from someone who said they worked for an investment company and had an investment opportunity for him. ... (5 pages)View decision -
Decision Reference DRN-5966850
20 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5966850 THE COMPLAINT Miss B complains that Monzo Bank Ltd (“Monzo”) will not reimburse her money she says she lost when she fell victim to a scam. Miss B is represented by CEL Solicitors in this matter. However, where appropriate, I will refer to Miss B solely in this decision fo... (8 pages)View decision -
Decision Reference DRN-5721321
20 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5721321 The complaint Miss J complains Monzo Bank Ltd won’t refund money she lost as part of a crypto investment scam. Miss J is being supported in making her complaint by a representative, but for ease, I’ll refer to Miss J throughout this decision. What happened Miss J has explain... (4 pages)View decision -
Decision Reference DRN-5843529
20 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5843529 The complaint Mr H complains that Monzo Bank Ltd will not reimburse funds he lost to a scam. Mr H is represented by a firm, but for ease I have only referred to Mr H in this decision. What happened The details of this complaint are well known to both parties so I won’t repea... (4 pages)View decision -
Decision Reference DRN-5633308
19 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5633308 The complaint Miss S complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. Bu... (3 pages)View decision -
Decision Reference DRN-5671102
19 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5671102 The complaint Miss A complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (APP) 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 ... (4 pages)View decision -
Decision Reference DRN-5886692
19 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5886692 Complaint Ms P has complained about the overdraft charges Monzo Bank Ltd (“Monzo”) applied to her current account. She’s said the charges applied to her account were unfair as she was hardcore borrowing and couldn’t afford them. Background Ms P initially applied for an over... (4 pages)View decision -
Decision Reference DRN-5634454
18 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5634454 The complaint Mr R complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an employment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known t... (4 pages)View decision -
Decision Reference DRN-5703878
18 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5703878 The complaint Mr B complains that Monzo Bank Ltd (“Monzo”) won’t refund the money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Mr B saw an advert on social media fo... (3 pages)View decision