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
-
Decision Reference DRN-5332250
30 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5332250 The complaint Mr O is unhappy that Monzo Bank Ltd won’t reimburse money he lost to a scam. What happened The investigator has already set out the background to this complaint, so I’ll only do that briefly here: - Mr O was introduced to someone (“S”) through his brother tha... (4 pages)View decision -
Decision Reference DRN-5601277
30 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5601277 The complaint Mr D complains that Monzo Bank Limited won’t refund to him the payments that he made for two digital instructional videos. What happened Mr D bought two digital instructional videos from a merchant that he paid for using his Monzo Bank account and £515.02 was d... (3 pages)View decision -
Decision Reference DRN-5654403
27 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5654403 The complaint Mr M complains that Monzo Bank Ltd has declined to reimburse payments he says he didn’t make or allow anyone else to make. What happened As both parties are familiar with the facts of this case, I’ll summarise them briefly. Mr M says that he lost his phone on 1... (5 pages)View decision -
Decision Reference DRN-5441880
27 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5441880 The complaint Mr D complains that Monzo Bank Ltd (Monzo) didn’t stop him from being charged £1,293.93 for a transaction that he says he didn’t authorise What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. Mr D d... (5 pages)View decision -
Decision Reference DRN-5204454
27 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5204454 Complaint Mrs B is unhappy that Monzo Bank Ltd didn’t agree to refund her after she fell victim to a scam. Background In late-2023, Mrs B was contacted in connection with a job opportunity. The role was flexible in terms of the hours expected and could be completed remotely... (3 pages)View decision -
Decision Reference DRN-5571500
27 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5571500 The complaint Mrs A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. Mrs A is represented in her complaint by professional representatives. What happened In September 2023 Monzo received a fraud report from anoth... (3 pages)View decision -
Decision Reference DRN-5244285
27 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5244285 The complaint Mr A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In July 2024 Monzo closed the account Mr A held with them. They’d received a fraud report from another bank about a credit of £300... (3 pages)View decision -
Decision Reference DRN-5578184
27 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5578184 The complaint Mr M complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. Mr M is being represented by a third party. To keep things simple, I will refer to Mr M throughout my decision. What happened The background of this... (3 pages)View decision -
Decision Reference DRN-5260811
27 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5260811 The complaint Miss V complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by a job scam. Miss V has been represented by a claims management company throughout her complaint. I have referred to them as Miss V’s representatives. What h... (5 pages)View decision -
Decision Reference DRN-5260998
27 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5260998 The complaint Ms M complains that Monzo Bank Ltd (“Monzo”) failed to refund money that Ms M lost as part of a scam. What happened Ms M was contacted by a person who said that Ms M could earn money by working for a company that I will call B. Ms M was told that she needed to ... (3 pages)View decision