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-5663958
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5663958 The complaint Miss I complains that Monzo Bank Ltd (“Monzo”) didn’t properly pursue a chargeback. What happened In late October 2024 Miss I signed up for an intensive driving course with the merchant. This cost £320.59 which she paid with her Monzo debit card. She also paid ... (3 pages)View decision -
Decision Reference DRN-5732646
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5732646 The complaint Mr K complains that Monzo Bank Ltd (‘Monzo’) registered him with Cifas without due cause. What happened The circumstances surrounding this complaint are well known to both parties, so I will not go into every detail of what happened here. In summary, in Februa... (3 pages)View decision -
Decision Reference DRN-5322150
22 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5322150 The complaint Miss P and Mr S complain that Monzo Bank Ltd has declined to reimburse a payment made as part of a scam. What happened In February 2024, Miss P was contacted by a scammer impersonating Monzo who persuaded her there was fraudulent activity on the account. After ... (3 pages)View decision -
Decision Reference DRN-5250722
22 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5250722 The complaint Mr S has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened Mr S was looking to invest in cryptocurrency and came across a scammer giving advice on crypto investments. The scammer advised Mr S to invest i... (2 pages)View decision -
Decision Reference DRN-5254305
22 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5254305 The complaint Mrs A has complained that her bank, Monzo Bank Ltd (Monzo’), refused to refund money she lost when she fell victim to a scam. Mrs A’s complaint was brought to us through a representative but for ease I will refer to their comments as Mrs A’s. What happened In... (7 pages)View decision -
Decision Reference DRN-5771945
22 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5771945 The complaint Mr J complains Monzo Bank Ltd won’t refund payments taken from his account which he says he did not make or authorise. What happened about £7,000. Mr J raised the payments with Monzo but it said it wasn’t willing to refund the transactions via a direct debit i... (3 pages)View decision -
Decision Reference DRN-5503840
22 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5503840 The complaint Mr H has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In November 2024 Monzo received fraud reports from another bank and one of their own customers about payments made into Mr H’s Mon... (2 pages)View decision -
Decision Reference DRN-5771380
21 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5771380 The complaint Miss B complains that Monzo Bank Ltd decided not to refund her the money she lost through a scam. Miss B has brought her complaint to us via a representative but I will refer to her throughout for simplicity. What happened Miss B said that she found out about... (4 pages)View decision -
Decision Reference DRN-5277386
21 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5277386 The complaint Miss V 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. What happened The background to this complaint is well known to both parties and has been laid out in detail by... (4 pages)View decision -
Decision Reference DRN-5723895
21 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5723895 The complaint Mr J complains about a claim he made to Monzo Bank Ltd (Monzo) for a declined refund from a retailer. What happened In February 2025, Mr J bought items of clothing, shoes and jewellery from a global and well- known luxury brand retailer (the retailer) whilst ab... (3 pages)View decision