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-5419350
7 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5419350 The complaint Mr A is complaining that Monzo Bank Ltd won’t refund a payment he said he didn’t make. The complaint is brought on his behalf by a professional representative but for ease I’ll mainly refer to Mr A here. What happened The circumstances are known to both parties... (3 pages)View decision -
Decision Reference DRN-5524920
6 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5524920 The complaint Mr H has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened In 2024, Mr H was unexpectedly added to a group chat centred around an investment platform. He watched that chat for some time, saw people prais... (2 pages)View decision -
Decision Reference DRN-5856137
6 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5856137 The complaint Miss A is unhappy Monzo Bank Ltd will not refund the money she lost as the result of a scam. What happened As both parties are aware of the details of the scam, I will not repeat them in full here. In summary, Miss A fell victim to a job/task scam. She was cont... (3 pages)View decision -
Decision Reference DRN-5683554
4 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5683554 The complaint Ms W complains that Monzo Bank Ltd won’t refund the money she lost when she fell victim to an investment scam. Ms W is represented in this complaint, but I’ll refer to her as it’s her complaint. What happened The detailed background to this complaint is well k... (7 pages)View decision -
Decision Reference DRN-5519995
3 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5519995 The complaint Mr H is unhappy that Monzo Bank Ltd won’t reimburse money he lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr H has explained that between June and July 2024 he made... (4 pages)View decision -
Decision Reference DRN-5859533
3 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5859533 The complaint Mr M complains Monzo Bank Ltd won’t send him statements with additional details – specifically the account name, number, and sort code – that he needs to evidence payments he’s made to a third party to an organisation that says he’s in arrears. What happened Mr... (3 pages)View decision -
Decision Reference DRN-5679098
3 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5679098 The complaint Miss W has complained Monzo Bank Ltd’s actions led to fraud happening on her account and they’ve offered her inadequate compensation for what happened. What happened In March 2025 Miss W contacted Monzo. She was concerned about a potential ID takeover of her ac... (2 pages)View decision -
Decision Reference DRN-5489399
3 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5489399 The complaint Mr M complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (“APP”) investment scam. In bringing his complaint to this service Mr M is represented, but for ease of reading I will refer to Mr M throug... (3 pages)View decision -
Decision Reference DRN-5390718
3 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5390718 The complaint Mr M complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (“APP”) investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail h... (3 pages)View decision -
Decision Reference DRN-5568894
3 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5568894 The complaint Mr S complains that Monzo Bank Ltd won’t refund the money he lost as the result of a scam. Mr S brought his complaint to this service through a representative. For ease of reading I will refer solely to Mr S in this decision. What happened As both parties are f... (4 pages)View decision