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-5507713
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5507713 The complaint Mr O complains that Monzo Bank Ltd won’t reimburse him with the money he lost to a scam. What happened In the period from 20 October 2020 to 7 November 2021 Mr O used his Monzo account to make six card payments totalling £920.12 to two cryptocurrency providers.... (2 pages)View decision -
Decision Reference DRN-5586647
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5586647 The complaint Miss S complains Monzo Bank Ltd won’t refund transactions made from her account which she says she didn’t make or authorise. What happened On 19 March 2025, four transactions were made from Miss S’ account totalling £1,580. Miss S reported them to Monzo as fra... (3 pages)View decision -
Decision Reference DRN-5738390
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5738390 The complaint Miss O is unhappy with how Monzo Bank Ltd have reported her loan to the credit reference agencies (CRAs). What happened Miss O took out a loan with Monzo in December 2021 to be repaid over three years. Miss O was due to make a payment to the loan in December ... (3 pages)View decision -
Decision Reference DRN-5844247
29 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5844247 The complaint Ms A complains that Monzo Bank Ltd didn’t do enough to prevent her losing money to what she says was a scam. What happened Ms A says she’d set up a store on an online marketplace and received a message and email saying that she needed to verify her card to get... (5 pages)View decision -
Decision Reference DRN-5425141
29 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5425141 The complaint Ms G has complained about Monzo Bank Ltd not refunding several payments she says she made and 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. In summary, Ms G fell victim to an ... (3 pages)View decision -
Decision Reference DRN-5848031
29 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5848031 The complaint Miss M complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds she lost when she fell victim to a scam. What happened Miss M says that in around June 2023 she discussed with three family members who live abroad the possibility of them coming to the U... (4 pages)View decision -
Decision Reference DRN-5597470
29 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5597470 The complaint Mr O is complaining that Monzo Bank Ltd didn’t do enough to prevent him from making payments to a scam. The complaint is brought on Mr O’s behalf by a professional representative but for ease I’ll refer mainly to Mr O here. What happened Mr O says that in late ... (2 pages)View decision -
Decision Reference DRN-5579697
29 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5579697 The complaint Mr U has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In August 2024 Monzo received a fraud report from another bank about a payment made into Mr U’s Monzo account. This payment was fo... (2 pages)View decision -
Decision Reference DRN-5775442
29 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5775442 The complaint Mr K on behalf of a limited company which I will refer to as ‘K’ complains that Monzo Bank Ltd declined to refund it £25,000 which he says it lost as a result of a scam. What happened The circumstances of this complaint are well known to both parties so I will ... (5 pages)View decision -
Decision Reference DRN-5623974
29 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5623974 The complaint Miss R is complaining that Monzo Bank Ltd didn’t do enough to prevent her from making payments to a scam. What happened The circumstances of the complaint are known to both parties so I’ll only summarise them briefly here. In late 2024 Miss R fell victim to a j... (2 pages)View decision