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 2330 results
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Decision Reference DRN-5502790
6 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5502790 The complaint Miss P complains that Monzo Bank Ltd (“Monzo”) won’t refund money she lost when she fell victim to an investment scam. Miss P is being represented by a claims management company in bringing this complaint. What happened The full details of this complaint are ... (3 pages)View decision -
Decision Reference DRN-5252560
6 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5252560 Complaint Mr N is unhappy that Monzo Bank Ltd didn’t refund him after he reported falling victim to a scam. Background Mr N met someone through a dating app and began communicating with her regularly. Over time, a relationship developed. Mr N didn’t realise it at the time, b... (2 pages)View decision -
Decision Reference DRN-5396878
6 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5396878 The complaint Mr M is unhappy that Monzo Bank Ltd has decided not to refund him after he was the victim of a scam. What happened Mr M used a website to search for services. He paid a deposit of £90 but then was asked to pay a further £90. This was the full price of the serv... (3 pages)View decision -
Decision Reference DRN-5321451
5 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5321451 The complaint Ms B is unhappy Monzo Bank Ltd will not refund all the money she lost as the result of a scam. What happened As both parties are aware of the details of the scam, I will not repeat them in full here. In summary, Ms B fell victim to a job/task scam. She was cont... (3 pages)View decision -
Decision Reference DRN-5274947
5 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5274947 The complaint Mr T is unhappy Monzo Bank Ltd will not refund £2,370 he lost as the result of a scam. What happened As both parties are aware of the details of the scam, I will not repeat them in full here. In summary, Mr T fell victim to a job/task scam. He was contacted via... (3 pages)View decision -
Decision Reference DRN-5282098
5 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5282098 The complaint Miss F complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse her for payments she made to a scam. Miss F’s complaint is brought by a professional representative but for ease I will refer only to Miss F in this decision. What happened The detailed background t... (4 pages)View decision -
Decision Reference DRN-5733647
5 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5733647 The complaint E’s complaint is that Monzo Bank Ltd (Monzo) is refusing to refund the amount that was lost as the result of a scam. E is being represented by one of its directors. I will refer to this person as Mrs S. What happened The background of this complaint is well kno... (2 pages)View decision -
Decision Reference DRN-5531464
5 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5531464 The complaint Miss W complains that Monzo Bank Ltd trading as Monzo lent to her irresponsibly. What happened On 15 March 2020, Miss W applied for - and was given - an overdraft of £1,750. The overdraft limit has not changed since. On 16 October 2024, Miss W complained to Mo... (3 pages)View decision -
Decision Reference DRN-5215161
4 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5215161 The complaint Mr S is unhappy that Monzo Bank Ltd will not refund £200 he lost as the result of a scam. What happened The background to this complaint is well known to both parties so I will not set it out in detail here. In summary, Mr S fell victim to a safe account scam. ... (4 pages)View decision -
Decision Reference DRN-5634336
4 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5634336 The complaint Mr Y is unhappy that Monzo Bank Ltd didn’t reimburse him after he said he’d been the victim of a scam. What happened Mr Y had a current account with an overdraft facility with Monzo. He also had a Monzo ‘flex’ credit facility. In December 2023 Mr Y contacted ... (7 pages)View decision
