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-5823629
17 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5823629 The complaint Mrs S complains that Monzo Bank Ltd (‘Monzo’) won’t refund her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) scam. In bringing her complaint to this service Mrs S is represented. What happened I issued a provisional decision f... (5 pages)View decision -
Decision Reference DRN-5351885
16 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5351885 The complaint Mr A complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known t... (4 pages)View decision -
Decision Reference DRN-5524554
16 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5524554 The complaint Mr D complains that Monzo Bank Ltd won’t refund the full amount of money he lost to a scam. What happened Mr D sent several payments to what he thought was a legitimate investment. When Mr D was asked to pay a number of fees, Mr D says he realised he had been s... (3 pages)View decision -
Decision Reference DRN-5816801
15 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5816801 The complaint Mr M complains Monzo Bank Ltd won’t reimburse money he lost when he fell victim to a scam. What happened I issued my provisional decision to both parties on 1 September 2025 so they first had an opportunity to comment on my findings. I have included a copy of ... (4 pages)View decision -
Decision Reference DRN-5561361
15 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5561361 The complaint Mrs W complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she 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, Mrs W receive... (3 pages)View decision -
Decision Reference DRN-5737633
15 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5737633 The complaint Mr P complains Monzo Bank Ltd recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr P held an account with Monzo. In January 2024, he received se... (2 pages)View decision -
Decision Reference DRN-5705516
15 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5705516 The complaint Mr A has complained that Monzo Bank Ltd closed his account without notice or explanation, and didn’t give him details about clearing the balance, which led to a default. What happened On 2 February 2023, Monzo wrote to Mr A to tell him it was closing his accoun... (2 pages)View decision -
Decision Reference DRN-5730098
15 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5730098 The complaint Mr B and Mr K have complained that Monzo Bank Ltd closed their joint account without telling them why. What happened On 7 March 2025, Monzo told Mr B and Mr K it would be closing their account, which it then did on 8 May 2025. It said it was entitled to do so, ... (1 page)View decision -
Decision Reference DRN-5597794
12 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5597794 The complaint Mr G complains that Monzo Bank Ltd hasn’t refunded him after he sent money to someone blackmailing him. What happened Mr G was contacted by someone on social media, posing as a person they were not. Mr G was talked into sending compromising photos, not realisin... (2 pages)View decision -
Decision Reference DRN-5803472
12 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5803472 The complaint Miss B has complained Monzo Bank Ltd won’t refund her for transactions that she didn’t authorise. What happened In July 2025 Miss B complained to Monzo that there were two transactions made from her account that she’d not authorised. These had been made through... (3 pages)View decision