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-5241778
21 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5241778 The complaint Mr R complains that Monzo Bank Ltd has not refunded money he lost to what he believes was an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of what happened here. ... (3 pages)View decision -
Decision Reference DRN-5277439
21 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5277439 The complaint Mr M complains that Monzo Bank Ltd didn’t provide sufficient protection against a scam resulting in him losing £16,668.87. He wants the money he lost refunded along with statutory interest and £1,000 for the distress and inconvenience he has been caused while d... (3 pages)View decision -
Decision Reference DRN-5278969
20 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5278969 The complaint Mr U complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an investment 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 understan... (3 pages)View decision -
Decision Reference DRN-5558384
19 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5558384 The complaint Mr K complains that Monzo Bank Ltd won’t refund payments made as a result of a scam. What happened • In August 2024, Mr K made two payments to legitimate travel agents totalling £728.33, having been led to believe that a company, which I’ll call B, was arrangin... (2 pages)View decision -
Decision Reference DRN-5753838
19 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5753838 The complaint Mr H complains that Monzo Bank Ltd won’t reimburse money he lost to a scam. Mr H has brought his complaint with the assistance of a professional representative. But for ease I’ll refer to their submissions as being from Mr H except where the facts require other... (3 pages)View decision -
Decision Reference DRN-5763528
19 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5763528 The complaint Mrs S is complaining that Monzo Bank Ltd hasn’t agreed to refund a payment she says she didn’t authorise. What happened Both parties are familiar with the circumstances of the complaint so I’ll only summarise what happened here. In September 2023 Mrs S’s husba... (5 pages)View decision -
Decision Reference DRN-5577748
19 Aug 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5577748 The complaint Mr R complains that Monzo Bank Ltd (“Monzo”) didn’t complete adequate affordability checks and had it done so, it would have seen the loan offered and advanced to him (by it) was unaffordable. Mr R says he was in financial difficulty at the relevant time and h... (3 pages)View decision -
Decision Reference DRN-5304423
18 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5304423 The complaint Mr L complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by a safe account 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 ... (3 pages)View decision -
Decision Reference DRN-5602962
18 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5602962 The complaint Mr T has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In December 2024 Monzo received fraud reports from other banks about payments made into Mr T’s Monzo account. These payments were ... (2 pages)View decision -
Decision Reference DRN-5736439
18 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5736439 The complaint Miss T has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss T found her main bank account had an alert for potential fraudulent activity and realised her ex-boyfriend had been misusin... (2 pages)View decision