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-5391057
13 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5391057 The complaint Mr M, via a representative, complains that Monzo Bank Ltd (“Monzo”) have failed to refund the money he lost as part of a fake job scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Inste... (3 pages)View decision -
Decision Reference DRN-5429910
13 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5429910 The complaint Miss K complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of an investment scam. Miss K is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only ref... (5 pages)View decision -
Decision Reference DRN-5130916
13 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5130916 The complaint Mr K is complaining that Monzo Bank Ltd (Monzo) didn’t do enough to prevent him from making payments to an investment 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... (4 pages)View decision -
Decision Reference DRN-5431245
13 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5431245 The complaint Mr O complains that Monzo Bank Ltd unfairly loaded a marker about him at Cifas, the national fraud database and closed his account. To put things right he wants Monzo to remove the marker. What happened Mr O had an account with Monzo. Mr O has explained that ... (4 pages)View decision -
Decision Reference DRN-5869692
13 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5869692 The complaint Ms B is unhappy that Monzo Bank Ltd (“Monzo”), as the receiving bank, didn’t do enough to prevent the loss she suffered when she sent money to its customer’s account as the result of a scam. What happened In April 2025, Ms B came across a post on a social medi... (3 pages)View decision -
Decision Reference DRN-5771970
13 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5771970 The complaint Mr W complains that Monzo Bank Ltd will not refund the money he lost as the result of a scam. Mr W brought his complaint through a representative. For ease of reading I will refer solely to Mr W in this decision. What happened As both parties are familiar with ... (3 pages)View decision -
Decision Reference DRN-5929423
13 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5929423 The complaint Mr L has complained about Monzo Bank Ltd not refunding several payments he says he made and lost to multiple investment scams. Mr L’s representative referred the complaint to us on his behalf, but for ease I will refer to Mr L throughout. What happened I issu... (5 pages)View decision -
Decision Reference DRN-5572526
12 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5572526 The complaint Mr O complains that Monzo Bank Ltd won’t reimburse funds he said he lost to a scam. Mr O is represented by a firm, for ease I have only referred to Mr O in this decision. What happened The details of this complaint are well known to both parties so I won’t rep... (2 pages)View decision -
Decision Reference DRN-5794872
11 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5794872 The complaint Mr D complains that Monzo UK Bank Plc (‘Monzo’) won’t reimburse the funds he lost when he says he fell victim to a scam. What happened Mr D says that he saw a listing on a property website about an investment relating to a holiday lodge in a park. He contacted... (4 pages)View decision -
Decision Reference DRN-5905088
11 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5905088 The complaint Mr P has complained about how Monzo Bank Ltd (Monzo) handled a refund claim. What happened Mr P used his Monzo debit card to purchase a coaching programme from a supplier I shall call ‘N’ in January 2024. This was paid with two transactions of £3,350.40 and £3,... (3 pages)View decision