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-5207243
17 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5207243 The complaint Ms G complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. Ms G has previously been represented by a third party. To keep things simple, I will refer to Ms G throughout my decision. What happened The backgr... (3 pages)View decision -
Decision Reference DRN-5534387
17 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5534387 The complaint Mr C complains that Monzo Bank Ltd trading as Monzo is refusing to refund him the amount he says he lost as the result of a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happened The b... (3 pages)View decision -
Decision Reference DRN-5189838
17 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5189838 The complaint Mr S complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (“APP”) scam. In bringing his complaint to this service Mr S is represented, but for ease of reading I will refer to Mr S throughout this d... (8 pages)View decision -
Decision Reference DRN-5422049
17 Jul 2025 Monzo Bank Ltd Not upheldInvestmentsDRN-5422049 The complaint Ms O complains that while using the mobile application services of Monzo Bank Ltd, she was met with a notice suggesting she had applied for investment services and is concerned about the implications on her credit scoring. What happened Ms O was an existing cu... (2 pages)View decision -
Decision Reference DRN-5302746
17 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5302746 The complaint Mr N complains that Monzo Bank Ltd unfairly loaded a marker about him at Cifas, the national fraud database. He wants the marker removed. What happened Mr N had an account with Monzo. In October 2024, two payments of £120 and £70 were paid into Mr N’s account,... (4 pages)View decision -
Decision Reference DRN-5171206
16 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5171206 The complaint Mrs B complains about the actions of Monzo Bank Ltd when she lost money to a scam. Mrs B is being represented by a claims management company but for ease of reading I’ll only refer to Mrs B. What happened The detailed background to this complaint is well know... (3 pages)View decision -
Decision Reference DRN-5439191
16 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5439191 The complaint Miss S complains that Monzo Bank Ltd won’t refund money she lost when she was the victim of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. However, in summary Miss S says she was invited... (3 pages)View decision -
Decision Reference DRN-5611940
16 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5611940 The complaint Mr T complained because Monzo Bank Ltd refused to refund him for payments to a bar abroad, which he said he didn’t authorise. What happened On 27 March 2025, Mr T was on holiday abroad, and went to a bar. Starting at 21.59, there was a series of payments and d... (4 pages)View decision -
Decision Reference DRN-5558805
16 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5558805 The complaint Mr S complains Monzo Bank Ltd failed to send a payment between his accounts on time. He says he has lost out as a result. What happened A summary of what happened is below. Mr S had been planning to buy a car in June 2024 and says he went into his app on 20 Jun... (2 pages)View decision -
Decision Reference DRN-5692673
16 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5692673 The complaint Mr A, on behalf of K, is unhappy Monzo Bank Ltd will not refund the money it lost as the result of a scam. Mr A has brought K’s complaint through a representative. For ease of reading, I will refer solely to Mr A and K here. What happened Mr A is the sole of di... (4 pages)View decision