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 2676 results
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Decision Reference DRN-5730790
1 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5730790 The complaint Mr C complains that Monzo Bank Ltd (“Monzo”) won’t refund payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as follows. ... (5 pages)View decision -
Decision Reference DRN-5730065
1 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5730065 The complaint Miss N complains Monzo Bank Ltd (“Monzo”) hasn’t refunded her the amount she lost to a job scam. What happened I issued a provisional decision in July 2025 to explain why I thought Miss N’s complaint shouldn’t be upheld. And I said I’d consider anything else an... (4 pages)View decision -
Decision Reference DRN-5724272
1 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5724272 The complaint Miss R complains that Monzo Bank Ltd won’t refund the money she lost when she fell victim to a job scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events her... (6 pages)View decision -
Decision Reference DRN-5355532
1 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5355532 The complaint Mr M complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In late 2022, Mr M was looking for a way to earn some additional income and a friend of his told him about an investment company... (3 pages)View decision -
Decision Reference DRN-5151259
31 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5151259 The complaint Mrs S complains that Monzo Bank Ltd won’t reimburse her loss after she was defrauded. What happened As the circumstances of the complaint are well-known to both parties, I have summarised them briefly below. In late 2022, Mrs S found an investment opportunity v... (3 pages)View decision -
Decision Reference DRN-5142925
31 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5142925 The complaint Miss C complains that Monzo Bank Ltd (“Monzo”) won’t refund the money she lost when she was the victim of blackmail. Miss C brings her complaint with the assistance of a family member. For ease of reading within this final decision, I will refer solely to Miss... (5 pages)View decision -
Decision Reference DRN-5272152
31 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5272152 The complaint Ms U has complained that Monzo Bank Ltd won’t refund the money which she explained she lost in a scam. What happened Ms U explained that she was introduced to an investor’s group, where two cryptocurrency investment schemes were promoted. She explained that the... (3 pages)View decision -
Decision Reference DRN-5663579
31 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5663579 The complaint Miss M complains that Monzo Bank Ltd won’t refund money she says she lost to an investment scam. Miss M is being supported in making her complaint by a representative. But for ease, I’ll only refer to Miss M in this decision. What happened The background to thi... (6 pages)View decision -
Decision Reference DRN-5239055
31 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5239055 The complaint Mrs K complains that Monzo bank Ltd won’t refund the money she lost after falling victim to a scam. What happened In August 2024, Mrs K was contacted by someone who said they could offer her a job opportunity. She was told she would need to complete daily task... (3 pages)View decision -
Decision Reference DRN-5717996
30 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5717996 The complaint Mr F complains that Monzo Bank Ltd failed in its duty to protect him when he fell victim to a scam. He said that his payments should have been detected by Monzo’s fraud detection systems as being of concern. He said that if Monzo had intervened and informed him... (5 pages)View decision