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-5747349
21 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5747349 The complaint Mr S complains that Monzo Bank Ltd (Monzo) won’t refund the money he lost as a result of an investment scam. Mr S is represented in this complaint by a Claims Management Company (CMC). What happened When Mr S submitted his complaint to the CMC, in March 2025, ... (6 pages)View decision -
Decision Reference DRN-5801271
20 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5801271 The complaint Mr A is unhappy with how Monzo Bank Ltd handled a chargeback dispute relating to a transaction on his account. What happened The parties are familiar with the background of this complaint, so I will summarise it here which reflects my informal remit. In April 2... (4 pages)View decision -
Decision Reference DRN-5796429
17 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5796429 The complaint Mr M complains about Monzo Bank Ltd. He says that he has been scammed and would like Monzo to refund him the money he has lost. What happened Mr M tried to purchase a camera via a social media marketplace for £630. Unfortunately, Mr M was scammed and lost his... (2 pages)View decision -
Decision Reference DRN-5849015
17 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5849015 The complaint Ms G complains Monzo Bank Ltd didn’t do enough to help get a refund for a transaction paid on her debit card. What happened The background to this complaint is well known to both parties, so I won’t repeat it at length here. In summary, in September 2024, Ms G... (3 pages)View decision -
Decision Reference DRN-5468353
17 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5468353 The complaint Mr C is unhappy that Monzo Bank Ltd (“Monzo”) won't reimburse him the money he sent to a third-party seller to purchase a vaporiser which he later discovered was a fake. What happened I’m not going to cover all the points raised in detail. The view of 28 ... (4 pages)View decision -
Decision Reference DRN-5243086
17 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5243086 The complaint Mr S complains about the actions of Monzo Ltd when he lost money to a scam. Mr S is being represented by a claims management company but for ease of reading I’ll only refer to Mr S. What happened The detailed background to this complaint is well known to both... (3 pages)View decision -
Decision Reference DRN-5831128
17 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5831128 The complaint Mr A says Monzo Bank Ltd (“Monzo”) failed to protect him from financial harm after he fell victim to a scam. Mr A appointed a professional representative who brought this complaint on his behalf. However, for ease, I will simply refer to “Mr A” throughout my de... (4 pages)View decision -
Decision Reference DRN-5819772
16 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5819772 The complaint Miss A is unhappy with how Monzo Bank Ltd (“Monzo”) dealt with a chargeback claim for a transaction on her debit card. What happened In April 2025, Miss A purchased a wedding dress online from a retailer I will refer to as “B”, for £127.09 paying with her Monzo... (4 pages)View decision -
Decision Reference DRN-5301685
16 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5301685 The complaint Mr O complains that Monzo Bank Ltd won’t refund money he lost when he was a victim of a crypto investment scam. Mr O is represented by a firm I’ll refer to as ‘W’. What happened The background to this complaint is well known to both parties and so I’ll only ref... (6 pages)View decision -
Decision Reference DRN-5667830
16 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5667830 The complaint Mr F complains that Monzo Bank Ltd trading as Monzo, lent to him irresponsibly when they provided him with a revolving credit facility. He said they also failed to provide adequate support when he was struggling financially, and that they unfairly defaulted his... (4 pages)View decision