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-5882915
15 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5882915 The complaint Mr W complains that he signed up for the 1p savings challenge with Monzo Bank Ltd but the transfers have failed to be made automatically. What happened Mr W signed up for the 1p savings challenge where transfers to a savings account are made daily increasing by... (2 pages)View decision -
Decision Reference DRN-5877113
15 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5877113 The complaint Mr C is being represented by a claims manager. He’s complaining about Monzo Bank Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr C fell victim to a cruel investment scam. Someone he met introduced him to an online c... (4 pages)View decision -
Decision Reference DRN-5835888
15 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5835888 The complaint Miss F complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she says was lost as the result of a scam. What happened In 2023, Miss F found an advert for investment in artwork and artwork royalties. I’ll refer to the company offering the investment as... (4 pages)View decision -
Decision Reference DRN-5393722
14 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5393722 The complaint Mr R complains that 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 pa... (2 pages)View decision -
Decision Reference DRN-5760013
14 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5760013 The complaint A company, which I’ll refer to as E, complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds it lost when it fell victim to a scam. Mr M, who is the sole director of E, brings the complaint on E’s behalf. What happened Mr M says that he was introduced... (2 pages)View decision -
Decision Reference DRN-5407060
14 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5407060 The complaint Miss M complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she says was lost as the result of a scam. What happened Miss M made two payments to an individual I’ll refer to as B. The first payment was in December 2023 for £361 and the second payment ... (2 pages)View decision -
Decision Reference DRN-5415822
13 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5415822 The complaint Mr F is complaining about Monzo Bank Ltd because it declined to refund money he lost from his account as a result of fraud. Mrs F has been acting as his representative. What happened In summary, Mr and Mrs F experienced plumbing issues and contacted an emergenc... (3 pages)View decision -
Decision Reference DRN-5611296
13 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5611296 The complaint M, a limited company, complains that Monzo Bank Ltd rejected their account application. They believe they have been discriminated against. M is represented by Miss H, a director. What happened In October 2024 Miss H applied for an account for M with Monzo, ho... (2 pages)View decision -
Decision Reference DRN-5830819
13 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5830819 The complaint Miss P has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In August 2022 Monzo received a fraud report from another bank about two payments made into Miss P’s Monzo account. These paymen... (3 pages)View decision -
Decision Reference DRN-5494554
10 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5494554 The complaint M, a limited company, complains that Monzo Bank Ltd won’t refund a payment made as part of a scam. The complaint has been brought by its director, Mrs L. What happened In December 2023, Mrs L received a call purportedly from Monzo’s fraud team about suspicious... (4 pages)View decision