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-5142925
31 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5142925 The complaint Miss C complains that Monzo Bank Ltd (“Monzo”) won’t refund the money she lost when she was the victim of blackmail. Miss C brings her complaint with the assistance of a family member. For ease of reading within this final decision, I will refer solely to Miss... (5 pages)View decision -
Decision Reference DRN-5272152
31 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5272152 The complaint Ms U has complained that Monzo Bank Ltd won’t refund the money which she explained she lost in a scam. What happened Ms U explained that she was introduced to an investor’s group, where two cryptocurrency investment schemes were promoted. She explained that the... (3 pages)View decision -
Decision Reference DRN-5663579
31 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5663579 The complaint Miss M complains that Monzo Bank Ltd won’t refund money she says she lost to an investment scam. Miss M is being supported in making her complaint by a representative. But for ease, I’ll only refer to Miss M in this decision. What happened The background to thi... (6 pages)View decision -
Decision Reference DRN-5239055
31 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5239055 The complaint Mrs K complains that Monzo bank Ltd won’t refund the money she lost after falling victim to a scam. What happened In August 2024, Mrs K was contacted by someone who said they could offer her a job opportunity. She was told she would need to complete daily task... (3 pages)View decision -
Decision Reference DRN-5717996
30 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5717996 The complaint Mr F complains that Monzo Bank Ltd failed in its duty to protect him when he fell victim to a scam. He said that his payments should have been detected by Monzo’s fraud detection systems as being of concern. He said that if Monzo had intervened and informed him... (5 pages)View decision -
Decision Reference DRN-5202729
30 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5202729 The complaint Mr P complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost when he fell victim to an investment scam. Mr P is being represented by solicitors in this complaint. What happened In 2023, Mr P fell victim to a scam after making payments to what he be... (3 pages)View decision -
Decision Reference DRN-4714403
30 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4714403 The complaint On 1 December 2021, Mr M made a payment of £25,000 from his account with Monzo Bank Ltd (‘Monzo’) in connection with an investment opportunity which he now considers to be a scam. He complains that Monzo won’t refund the money he lost to an authorised push paym... (5 pages)View decision -
Decision Reference DRN-5672548
30 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5672548 The complaint Miss P complains Monzo Bank Ltd recorded a marker against her at Cifas, a national fraud database and closed her account. She doesn’t think it’s treated her fairly. What happened A summary of what happened is below. Miss P had an account with Monzo. In July 20... (3 pages)View decision -
Decision Reference DRN-5280598
30 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5280598 The complaint Mr V 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 it to refund him the money he has lost. What happened Mr V received a message from an individual claiming to be from a recruit... (3 pages)View decision -
Decision Reference DRN-5156337
30 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5156337 Complaint Miss M is unhappy that Monzo Bank Ltd didn’t reimburse her after she reported falling victim to a scam. Background The background to this complaint is already well known to both parties, so I will provide only a summary of the key events. In 2024, Miss M was target... (4 pages)View decision