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-5193217
5 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5193217 The complaint Mr T complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost when he fell victim to an investment scam. Mr T is represented by solicitors in this complaint. What happened The details of this complaint are well known to both parties, so I won’t repe... (2 pages)View decision -
Decision Reference DRN-5697678
5 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5697678 The complaint Miss P complains that Monzo Bank Ltd (Monzo) won’t refund the money she lost when she became the victim of a property investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview... (4 pages)View decision -
Decision Reference DRN-5775974
4 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5775974 The complaint and background Mr M complains Monzo Bank Ltd won’t reimburse money he lost when he fell victim to a scam. He is represented in his complaint. In November 2023, Mr M paid over £6,000 to what he was led to believe was a legitimate crypto-currency investment oppor... (2 pages)View decision -
Decision Reference DRN-5370797
4 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5370797 The complaint Mr C complains that Monzo Bank Ltd (‘Monzo’) have declined to refund payments made to a fraudulent gambling website. 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, I understand... (5 pages)View decision -
Decision Reference DRN-5392168
4 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5392168 The complaint Mr H complains that Monzo Bank Ltd (“Monzo”) won’t refund transactions he didn’t make or otherwise authorise. What happened The detailed background to this complaint is well known to both parties. Briefly, in April 2024, Mr H contacted Monzo about two payments... (2 pages)View decision -
Decision Reference DRN-5538448
4 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5538448 The complaint Mrs K has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened In July 2024, Mrs K came across an advert on social media about an investment opportunity. Mrs K registered her interest and was contacted by... (4 pages)View decision -
Decision Reference DRN-5241109
4 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5241109 The complaint Ms H complains that Monzo Bank Ltd (“Monzo”) won’t refund her two payments made from her current account as the result of a scam. What happened In July 2024, Ms H made two payments amounting to £525 to someone she believed to be a travel agent. However, when th... (2 pages)View decision -
Decision Reference DRN-5386456
3 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5386456 The complaint Mr M complains that Monzo Bank Ltd (“Monzo”) didn’t have adequate security features in place, and that it has provided him with poor service, after scammers contacted him and tried to use his account for fraudulent transactions. What happened The background to... (2 pages)View decision -
Decision Reference DRN-5361165
3 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5361165 The complaint Mr P complains that Monzo Bank Ltd won’t refund money he lost when he was a victim of a scam. Mr P is professionally represented, however, to keep things simple, I’ll refer to Mr P throughout my decision. What happened Mr P has explained that he was deceived b... (4 pages)View decision -
Decision Reference DRN-5674309
3 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5674309 The complaint Mr T complains that Monzo Bank Ltd did not handle his claim in respect of faulty goods properly. What happened In September 2023 Mr T ordered an electrical item online at a cost of £799 using his Monzo credit card. Mr T encountered some issues with the item in ... (4 pages)View decision