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-5728480
4 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5728480 The complaint Miss B complains that Monzo Bank Ltd (“Monzo”) won’t refund a payment she didn’t make or otherwise authorise. What happened In November 2023 Miss B received a call from an individual purporting to be from Monzo. The caller knew some of her personal and payment... (3 pages)View decision -
Decision Reference DRN-5302828
4 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5302828 The complaint Miss M complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds she lost when she fell victim to a scam. What happened Miss M says that she was selling an item on a platform she was using for the first time and received a message with a link. She then... (3 pages)View decision -
Decision Reference DRN-5732399
4 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5732399 The complaint Mr B complains that Monzo Bank Ltd (“Monzo”) declined to refund a failed cash withdrawal which he’s since been held liable for. What happened Mr B was on holiday and had experienced some difficulties using his Monzo card. He explained that he’d attempted to pur... (3 pages)View decision -
Decision Reference DRN-5030811
1 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5030811 The complaint Mr F complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he fell victim to a scam and would like Monzo to refund him the money he has lost as a result. What happened Mr F unfortunately fell victim to a safe account scam – a... (3 pages)View decision -
Decision Reference DRN-5689045
1 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5689045 The complaint Mr W complains that Monzo Bank Ltd unfairly decided to close his account without an explanation why. What happened In April, Monzo wrote to Mr W explaining that it had decided to close his account – the closure took place in June. Mr W complained about the bank... (2 pages)View decision -
Decision Reference DRN-5730790
1 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5730790 The complaint Mr C complains that Monzo Bank Ltd (“Monzo”) won’t refund payments he made as part of a scam. 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 it to be as follows. ... (5 pages)View decision -
Decision Reference DRN-5730065
1 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5730065 The complaint Miss N complains Monzo Bank Ltd (“Monzo”) hasn’t refunded her the amount she lost to a job scam. What happened I issued a provisional decision in July 2025 to explain why I thought Miss N’s complaint shouldn’t be upheld. And I said I’d consider anything else an... (4 pages)View decision -
Decision Reference DRN-5724272
1 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5724272 The complaint Miss R complains that Monzo Bank Ltd won’t refund the money she lost when she fell victim to a job scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events her... (6 pages)View decision -
Decision Reference DRN-5355532
1 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5355532 The complaint Mr M complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In late 2022, Mr M was looking for a way to earn some additional income and a friend of his told him about an investment company... (3 pages)View decision -
Decision Reference DRN-5151259
31 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5151259 The complaint Mrs S complains that Monzo Bank Ltd won’t reimburse her loss after she was defrauded. What happened As the circumstances of the complaint are well-known to both parties, I have summarised them briefly below. In late 2022, Mrs S found an investment opportunity v... (3 pages)View decision