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 1868 results
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Decision Reference DRN-5336322
25 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5336322 The complaint Miss W complains that Monzo Bank Ltd (‘Monzo’) declined to reimburse over £2,000.00 that was lost when she fell victim to a cryptocurrency investment scam. What happened In the absence of any submissions from Monzo to this service, our investigator originally ... (5 pages)View decision -
Decision Reference DRN-4975790
21 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4975790 The complaint Mr K’s complaint is about Monzo Bank Ltd’s refusal to reimburse him money he says he lost due to a scam. Mr K is represented by CEL Solicitors in this matter. However, I will try to refer to Mr K solely in this decision for ease of reading. What happened The c... (4 pages)View decision -
Decision Reference DRN-5023145
21 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5023145 The complaint Mr L complains Monzo Bank Ltd (“Monzo”): Closed his account with immediate effect and without explanation. Lent to him irresponsibly when increasing his credit card account limit to £4,500. Is unfairly holding him liable for his credit card balance as it ... (6 pages)View decision -
Decision Reference DRN-4786678
21 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4786678 The complaint Mr U says Monzo Bank Ltd (“Monzo”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr U says his card and ... (2 pages)View decision -
Decision Reference DRN-5229437
21 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5229437 The complaint Mr T has complained that Monzo Bank Limited (“Monzo”) failed to protect him from falling victim to a “safe account” scam and hasn’t refunded the money he lost as part of the scam. What happened The background of this complaint is already known to both parties,... (5 pages)View decision -
Decision Reference DRN-5348317
21 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5348317 The complaint Mr P complains that Monzo Bank Ltd won’t reimburse him for payments he says he made to a scam. The complaint is brought on Mr P’s behalf by a professional representative. What happened Mr P says that in late 2023 he fell victim to a scam. He says he made the f... (4 pages)View decision -
Decision Reference DRN-5011746
21 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5011746 The complaint Miss S is unhappy that Monzo Bank Ltd (“Monzo”) hasn’t refunded the money she lost when she fell victim to an investment scam. What happened Miss S said in September 2023 she saw an advertisement on an article she found on a social media site. It was about an ... (6 pages)View decision -
Decision Reference DRN-5303177
20 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5303177 The complaint Mrs A complains that Monzo Bank Ltd did not refund a series of payments she lost to a scam. What happened Mrs A was contacted via a messaging app about a job opportunity that was fully remote and flexible. Mrs A would take part in online marketing with the end ... (3 pages)View decision -
Decision Reference DRN-5051091
20 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5051091 The complaint Miss L complains Monzo Bank Ltd didn’t do enough to help get a refund for a transaction made on her debit card. What happened In March 2024, Miss L bought a number of items from a bakery, paying with her Monzo debit card. When getting home and checking her rec... (3 pages)View decision -
Decision Reference DRN-5288866
20 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5288866 The complaint Mr C has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. This caused him considerable distress and he’s now looking for what he deems reasonable compensation. What happened In February 2021 Mr C was to... (2 pages)View decision
