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 2587 results
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Decision Reference DRN-6028382
30 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6028382 The complaint Mrs S complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known... (4 pages)View decision -
Decision Reference DRN-5936330
30 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5936330 The complaint Miss G is unhappy that Monzo Bank Ltd won’t refund money she lost as a result of a scam. What happened • Miss G was a victim of a scam involving a £2,040.00 international payment to an individual. • She disputed the transaction and raised a complaint with Monz... (2 pages)View decision -
Decision Reference DRN-5689802
30 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5689802 The complaint Mr N complains that Monzo Bank Ltd (‘Monzo’) won’t refund him the money he lost after he fell victim to a scam. What happened The background to this complaint is well known to both parties and has been laid out in detail by our Investigator in their view, so I... (5 pages)View decision -
Decision Reference DRN-5996826
30 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5996826 The complaint Mr R complained because Monzo Bank Limited debited temporary credits which it had made to his account. What happened Between 13 and 15 August 2025, ten payments totalling £97.96 debited Mr R’s Monzo account. They all went to Apple, using Apple Pay. On 15 Augus... (4 pages)View decision -
Decision Reference DRN-5718823
30 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5718823 The complaint Mr K complains that Monzo Bank Ltd (“Monzo”) won’t refund him money, which he says he lost to a 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 understand it to be a... (3 pages)View decision -
Decision Reference DRN-5469394
30 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5469394 The complaint Mr A complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. In bringing his complaint to this service Mr A is represented, but for ease of reading I will refer to Mr A throughout this dec... (4 pages)View decision -
Decision Reference DRN-5751595
30 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5751595 The complaint Mrs Z complains that Monzo Bank Ltd unfairly loaded a marker about her at Cifas, the national fraud database. What happened Mrs Z had a current account, joint account and business account with Monzo. This decision will focus on Mrs Z’s current account. Monzo w... (4 pages)View decision -
Decision Reference DRN-5606361
30 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5606361 The complaint Miss M complains that Monzo Bank Ltd (‘Monzo’) won’t refund her the money she lost after she fell victim to a scam. In bringing her complaint to this service Miss M is represented, but for ease of reading I will refer to Miss M throughout this decision. What ... (5 pages)View decision -
Decision Reference DRN-5941087
23 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5941087 The complaint Miss L complains Monzo Bank Ltd (“Monzo”) closed her accounts without explanation. Miss L adds that at the time she was recovering from critical surgery due to a serious medical condition and so couldn’t deal with, and challenge, Monzo’s decision. Miss L says M... (4 pages)View decision -
Decision Reference DRN-5756248
23 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5756248 The complaint Mr C complains that Monzo Bank Ltd delivered a poor level of service when dealing with a request to delete his data from its systems. What happened Mr C asked Monzo for full data erasure in November 2024. Monzo asked for Mr C’s identity to be verified before i... (3 pages)View decision