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-5707710
22 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5707710 The complaint Ms F complains that Monzo Bank Ltd won’t refund the money she lost as the result of a scam. What happened The background to the scam is well known to the parties, so I’ll simply summarise it here. Briefly, in July 2024, Ms F received a phone call from someone c... (4 pages)View decision -
Decision Reference DRN-5280500
22 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5280500 The complaint Mr H complains Monzo Bank Ltd won’t refund payments he made when he fell victim to a blackmail scam. What happened Mr H had been speaking to someone online, and they went on to threaten him that they would share private information if he didn’t pay them. On 20 ... (2 pages)View decision -
Decision Reference DRN-5375432
22 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5375432 The complaint Mr W complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded the money he lost when he fell victim to a cryptocurrency investment scam. What happened Around the start of September 2023, Mr W was introduced to an investment opportunity – which I’ll refer to as ‘... (4 pages)View decision -
Decision Reference DRN-5695749
21 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5695749 The complaint Mr W complains Monzo Bank Ltd didn’t do enough to help get refunds for transactions charged to his debit card. What happened In October 2024, Mr W says a company which I’ll call “P” applied a charge to his Monzo debit card for more than he’d agreed. In Decembe... (3 pages)View decision -
Decision Reference DRN-5547554
21 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5547554 The complaint Mr M complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr M had an account with Monzo. In January 2025, it was credited with payments from ... (3 pages)View decision -
Decision Reference DRN-5696236
18 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5696236 The complaint Mr Y has complained about Monzo not refunding several payments he says he made and lost to scams. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary Mr Y says he made payments to differ... (4 pages)View decision -
Decision Reference DRN-5457089
18 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5457089 The complaint Mr D complains Monzo Bank Ltd is holding him liable for payments which he didn’t authorise – and has closed his account. What happened Mr D reports that, around 3am on 31 October 2024, he had been on a night out with friends and was outside the venue by himself... (3 pages)View decision -
Decision Reference DRN-5029344
18 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5029344 The complaint Miss R complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. In bringing her complaint to this service Miss R is represented, but for ease of reading I will refer to Miss R throughou... (4 pages)View decision -
Decision Reference DRN-5700424
17 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5700424 The complaint Mr I has complained that Monzo Bank Ltd registered a fraud marker against him. What happened In June 2024, Mr I received a £100 payment, which was reported to have come from fraud. Monzo questioned Mr I about this and chased him. Mr I repeatedly looked at his a... (4 pages)View decision -
Decision Reference DRN-5543144
17 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5543144 The complaint Mr E complains Monzo Bank Ltd blocked a £2,000 payment he was making to another account he held elsewhere to which he’d already sent a number of payments without issue. What happened Mr E has an account with Monzo Bank and a number of accounts elsewhere includi... (2 pages)View decision