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-5640220
23 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5640220 The complaint Miss C complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds she lost when she fell victim to two scams. What happened Miss C says that she received contact from an individual via a messaging app about an investment opportunity. She was asked to ma... (3 pages)View decision -
Decision Reference DRN-5197149
20 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5197149 The complaint Mr M is unhappy that Monzo failed to raise a chargeback for him. Background Mr M approached Monzo in August 2024 asking it to process a chargeback request for him on a number of transactions relating to an online gambling website. Mr M said he believed the webs... (4 pages)View decision -
Decision Reference DRN-5453564
20 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5453564 The complaint Mr N complains Monzo Bank Ltd unfairly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name after transactions he didn’t authorise occurred on his account. What happened The detailed background to thi... (4 pages)View decision -
Decision Reference DRN-5527276
20 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5527276 The complaint Mrs T complains Monzo Bank Ltd (“Monzo”) didn’t do enough to protect her when she fell victim to a scam. The complaint is brought on her behalf by a professional representative, for ease I’ll refer to Mrs T throughout. What happened Both parties are familiar ... (3 pages)View decision -
Decision Reference DRN-5566637
19 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5566637 The complaint Mr A complains about Monzo Bank Ltd. He says that he fell victim to an investment scam and would like Monzo to refund him the money he has lost. What happened The details of what happened are well known to all parties – so I won’t repeat them at length here. ... (2 pages)View decision -
Decision Reference DRN-5382301
19 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5382301 The complaint Mr F complains that Monzo Bank Ltd won’t refund money he lost when he was a victim of an investment scam. Mr F is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to ... (7 pages)View decision -
Decision Reference DRN-5415602
19 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5415602 The complaint Miss J complains Monzo Bank Ltd won’t refund a transaction made from her account which she says she did not make or authorise. What happened On 19 May 2024, a £190 cash withdrawal was made from Miss J’s account. Miss J didn’t recognise the transaction so repor... (3 pages)View decision -
Decision Reference DRN-5321552
19 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5321552 The complaint Mr S complains that Monzo Bank Ltd won’t refund the money he lost when he fell victim to a scam. Mr S has been represented in his complaint by a firm of solicitors. What happened The parties are familiar with the background to this complaint, so I won’t set it ... (4 pages)View decision -
Decision Reference DRN-5625769
19 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsThe complaint Mr P complains that Monzo Bank Ltd didn’t do enough to help him recover the money he lost when he was overcharged by a merchant abroad. What happened Mr P arrived abroad and picked up a taxi at the airport. He needed to make a short journey of around 12 miles and was expectin... (6 pages)View decision -
Decision Reference DRN-5251808
19 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5251808 The complaint Mr S complains Monzo Bank Ltd (‘Monzo’), hasn’t reimbursed him following an authorised push payment (‘APP’) investment scam he fell victim to. He says Monzo should reimburse him for the money he lost. What happened As both parties are familiar with the circums... (6 pages)View decision