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-5202729
30 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5202729 The complaint Mr P complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost when he fell victim to an investment scam. Mr P is being represented by solicitors in this complaint. What happened In 2023, Mr P fell victim to a scam after making payments to what he be... (3 pages)View decision -
Decision Reference DRN-4714403
30 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4714403 The complaint On 1 December 2021, Mr M made a payment of £25,000 from his account with Monzo Bank Ltd (‘Monzo’) in connection with an investment opportunity which he now considers to be a scam. He complains that Monzo won’t refund the money he lost to an authorised push paym... (5 pages)View decision -
Decision Reference DRN-5672548
30 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5672548 The complaint Miss P complains Monzo Bank Ltd recorded a marker against her at Cifas, a national fraud database and closed her account. She doesn’t think it’s treated her fairly. What happened A summary of what happened is below. Miss P had an account with Monzo. In July 20... (3 pages)View decision -
Decision Reference DRN-5280598
30 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5280598 The complaint Mr V complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he fell victim to a scam and would like it to refund him the money he has lost. What happened Mr V received a message from an individual claiming to be from a recruit... (3 pages)View decision -
Decision Reference DRN-5156337
30 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5156337 Complaint Miss M is unhappy that Monzo Bank Ltd didn’t reimburse her after she reported falling victim to a scam. Background The background to this complaint is already well known to both parties, so I will provide only a summary of the key events. In 2024, Miss M was target... (4 pages)View decision -
Decision Reference DRN-5576066
30 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5576066 The complaint Mr N complains that Monzo Bank Ltd defaulted his account incorrectly. What happened My provisional decision of 15 July 2025 set out the background to this complaint: “Monzo decided to close Mr N’s current account and notified him it would be closed in October 2... (4 pages)View decision -
Decision Reference DRN-5191055
30 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5191055 The complaint Mrs G complains that Monzo Bank Ltd (Monzo) won’t reimburse her for payments she made to a scam. What happened On 29 November 2023 after Mrs G clicked a link in an email and entered some payment details, she received a call from a scammer claiming to be from t... (3 pages)View decision -
Decision Reference DRN-5546390
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5546390 The complaint Mrs P complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) scam. Mrs P has brought her complaint with the assistance of a professional representative. For ease of reading, I will refer to... (3 pages)View decision -
Decision Reference DRN-5705692
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5705692 The complaint Mr D complains that Monzo Bank Ltd did not treat him fairly when he needed help from it. What happened Mr D says he asked Monzo for help in March 2024, but he wasn’t treated fairly or given appropriate support. He says the compensation paid by Monzo doesn’t go ... (2 pages)View decision -
Decision Reference DRN-5714550
29 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5714550 The complaint Mr G complains that Monzo Bank Ltd unreasonably declined to refund disputed transactions that debited his account after he was targeted in a nightclub overseas. He’d like the money refunded. What happened On 26 April 2025, Mr G says he was out at a nightclub... (6 pages)View decision