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-5249689
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5249689 The complaint Mr F complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr F told Monzo that he booked a flight with a travel company. He logged into the airline’s app to manage his booking, but the app wasn’t... (3 pages)View decision -
Decision Reference DRN-5250212
28 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5250212 The complaint Mr K complains that Monzo Bank Ltd failed to refund £106,874 he says he lost to a crypto investment scam. Mr K is being supported in making his complaint by a representative. But for ease, I’ll only refer to Mr K in this decision. The details of this complain... (2 pages)View decision -
Decision Reference DRN-5267715
28 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5267715 The complaint Miss Z complains that Monzo Bank Ltd (‘Monzo’) hasn’t reimbursed the funds she lost when she fell victim to a scam. What happened Miss Z says that she and her partner saw a video about investing through an AI trading bot. Many others had said the bot worked so... (3 pages)View decision -
Decision Reference DRN-4914994
25 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4914994 The complaint Miss W complains that Monzo Bank Ltd won’t reimburse her money she lost after she was defrauded. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In January 2024, Miss W received a teleph... (3 pages)View decision -
Decision Reference DRN-5537796
25 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5537796 The complaint Mr S complains Monzo Bank Ltd unfairly closed his account and recorded a Cifas marker. What happened The details that led to Mr S bringing this complaint are not in dispute and were relayed by our investigator when they gave their view, so I won’t repeat them h... (2 pages)View decision -
Decision Reference DRN-5652095
25 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5652095 The complaint Mr M has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In March 2024 Monzo closed the account Mr M held with them. They’d received a fraud report from another bank about a credit of £60... (3 pages)View decision -
Decision Reference DRN-5589998
25 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5589998 The complaint Miss E complains that Monzo Bank Ltd has unfairly declined to refund a transaction made from her account after she was the victim of a scam. What happened On 6 August 2024, Miss E sold an item via an online marketplace. She says she then received an email from ... (3 pages)View decision -
Decision Reference DRN-5396514
24 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5396514 The complaint Mr S complains about not getting a refund from Monzo Bank Ltd after he lost money to an investment scam. Also, about their service as he undertook the transaction with Monzo but they shifted responsibility to another bank. What happened Mr S explains that he h... (5 pages)View decision -
Decision Reference DRN-5059843
24 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5059843 The complaint Mr D is unhappy that Monzo Bank Ltd decided not to refund him after he was the victim of a scam. Mr D is using a professional representative to bring his complaint. I’ll refer to them as W. What happened Mr D fell victim to a scam where he thought he was arra... (3 pages)View decision -
Decision Reference DRN-4834162
24 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4834162 The complaint Miss A complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds she lost when she fell victim to a scam. What happened The facts of this case are known to both parties and were set out in the investigator’s view, so I will summarise them very briefly ... (3 pages)View decision