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-5517144
30 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5517144 The complaint Mrs J complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an investment scam. Mrs J brings her complaint with the assistance of a professional representative, but for ease of reading I will refer to Mrs J throughout this ... (3 pages)View decision -
Decision Reference DRN-5726371
30 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5726371 The complaint Mr C complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr C met an ind... (2 pages)View decision -
Decision Reference DRN-5785828
30 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5785828 The complaint Ms S complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by an investment scam. What happened Ms S has explained that in November 2023 she was contacted about joining an investment club that provided an online platform ... (4 pages)View decision -
Decision Reference DRN-5411963
30 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5411963 The complaint Mr F complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an investment 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 in summary, I understan... (3 pages)View decision -
Decision Reference DRN-5915768
30 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5915768 The complaint Mr H is unhappy that Monzo Bank Ltd (“Monzo”) has decided not to refund the money he lost, to what he believed was an Authorised Push Payment (‘APP’) scam. Mr H is also unhappy that Monzo closed his bank account. What happened I issued a provisional decision f... (5 pages)View decision -
Decision Reference DRN-5677034
29 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5677034 The complaint Mr A complains that Monzo Bank Ltd (Monzo) delayed responding to his subject access request under the UK General Data Protection Regulation (GDPR). What happened A previous Ombudsman decided ten of Mr A’s issues (about chargebacks, customer service, and other ... (4 pages)View decision -
Decision Reference DRN-5627998
28 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5627998 THE COMPLAINT Mrs B complains that Monzo Bank Ltd (“Monzo”) will not reimburse her money she says she lost when she fell victim to a scam. Mrs B is represented by ‘Ask A Barrister (Financial Claims)’ in this matter. However, where appropriate, I will refer to Mrs B solely ... (3 pages)View decision -
Decision Reference DRN-5495036
28 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5495036 The complaint Mr N complains Monzo Bank Ltd won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both parties... (3 pages)View decision -
Decision Reference DRN-5732847
28 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5732847 The complaint Mr W has complained about how Monzo Bank Ltd (Monzo) handled his chargeback claims. What happened Mr W made several deposits to an online gambling site called ‘H’ in April 2025 using his Monzo Flex credit card. He was later unable to withdraw his winnings back ... (4 pages)View decision -
Decision Reference DRN-5694691
28 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5694691 The complaint Mr M complains that Monzo Bank Ltd won’t refund him the interest he’s paid, and waive further interest, on a loan he took out with it as part of an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to all partie... (2 pages)View decision