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-5718189
9 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5718189 The complaint Miss O is unhappy that Monzo Bank Ltd recorded adverse information about her current account overdraft on her credit file. What happened Monzo closed Miss O’s current account with an outstanding balance owed on her overdraft. It wrote to her on 1 May 2024, tell... (2 pages)View decision -
Decision Reference DRN-5805836
9 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5805836 The complaint Mr M is unhappy that Monzo Bank Ltd (“Monzo”) won’t refund him the money he lost after he fell victim to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in summary, I understand... (6 pages)View decision -
Decision Reference DRN-5805817
9 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5805817 The complaint Mr A complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds he says he lost when he fell victim to a scam. What happened Mr A says that he hadn’t invested before. He was introduced to an investment opportunity with someone I’ll call F in this decisio... (4 pages)View decision -
Decision Reference DRN-5308351
8 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5308351 The complaint Mr R complains that Monzo Bank Ltd (“Monzo”) failed to refund a transaction he didn’t recognise. What happened Mr R explained that he was abroad with friends and entered a club. He was initially asked to pay in cash and was taken to an automated teller machine ... (4 pages)View decision -
Decision Reference DRN-5404602
8 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5404602 The complaint Ms B complains that Monzo Bank Ltd hasn’t reimbursed payments she says she didn’t make or allow anyone else to make. What happened Ms B is disputing several payments totalling around £470 in August 2024. She says she doesn’t recognise them and wasn’t involved. ... (3 pages)View decision -
Decision Reference DRN-5323877
5 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5323877 The complaint Mr R has complained that Monzo Bank Ltd won’t refund the money he says he lost in a scam. What happened In 2024, Mr R complained to Monzo about an alleged scam via representatives. Mr R said that in 2022, he contacted a scammer posing as an investment expert, w... (3 pages)View decision -
Decision Reference DRN-5564079
5 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5564079 The complaint Mrs C has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened Mrs C was introduced online to an individual who an acquaintance had matched with on a dating app. This individual was a scammer, who claimed ... (4 pages)View decision -
Decision Reference DRN-5463491
5 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5463491 The complaint Miss A complains that Monzo Bank Ltd (‘Monzo’) have failed to refund around £9,000 she says she lost to a job scam. The details of this complaint are well known to both parties. So, if there’s a submission I’ve not addressed; it isn’t because I’ve ignored the ... (2 pages)View decision -
Decision Reference DRN-5531596
5 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5531596 The complaint Mr A complains that Monzo Bank Ltd won’t refund money he lost when he was a victim of a scam. Mr A is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key eve... (5 pages)View decision -
Decision Reference DRN-5698397
5 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5698397 The complaint Ms E is unhappy Monzo Bank Ltd will not refund £17,082.39 that she lost as the result of a scam. Ms E brought her complaint to this service through a representative. For ease of reading, I will refer solely to Ms E in this decision. What happened As both partie... (5 pages)View decision