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-5245236
18 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5245236 The complaint Mr A complains that Monzo Bank Ltd won’t refund money he says was lost to a scam. Mr A is represented by a firm I’ll refer to as R. For ease, I have referred to comments made by R as though Mr A himself made them. What happened Mr A said the following payments ... (4 pages)View decision -
Decision Reference DRN-5156778
18 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5156778 The complaint Mr A is unhappy that Monzo Bank Ltd will not refund money he said he lost as a result of a scam. Mr A is represented by a firm I’ll refer to as R. For ease, I have referred to comments made by R as though Mr A himself made them. What happened The card payments ... (3 pages)View decision -
Decision Reference DRN-5521313
18 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5521313 The complaint Miss R complains Monzo Bank Ltd didn’t do enough to help get a refund for a purchase made on her debit card. What happened In August 2024, Miss R booked flights online with a company I’ll call “T”. When booking the flights, Miss R also paid for an extended ref... (3 pages)View decision -
Decision Reference DRN-5608773
18 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5608773 The complaint Mr G is unhappy Monzo Bank Ltd will not refund the money he lost as the result of a scam. What happened As both parties are aware of the details of the scam I will not repeat them in full here. In summary, Mr G fell victim to a job/task scam. He was contacted v... (4 pages)View decision -
Decision Reference DRN-5149307
18 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5149307 Complaint Mr M is unhappy that Monzo Bank Ltd didn't reimburse him after he told it he'd fallen victim to a scam. Background In 2023, Mr M was in the midst of an episode of severe mental ill health. He came across a website on which a man offering his services clai... (2 pages)View decision -
Decision Reference DRN-5356466
18 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5356466 The complaint Mr M complains that Monzo Bank Ltd isn’t paying interest on a savings challenge. What happened Monzo has a ‘Savings Challenge’ facility that it offers to customers – where over the course of a year a customer saves an amount equivalent to the relevant day of th... (3 pages)View decision -
Decision Reference DRN-5203657
18 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5203657 The complaint Mr M complains that Monzo Bank Ltd (Monzo) won’t refund transactions made on his account that he didn’t authorise. What happened On 4 July 2024, Mr M contacted Monzo to report that he had been a victim of fraud. He said a friend that he had trusted and that ha... (4 pages)View decision -
Decision Reference DRN-5190792
18 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5190792 The complaint Mr I complains that Monzo Bank Ltd (Monzo) didn’t do enough to protect him from the financial harm caused by a job scam. Mr I has been represented by a claims management company throughout his complaint. I have referred to them as Mr I’s representatives. What... (4 pages)View decision -
Decision Reference DRN-5207219
18 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5207219 The complaint Mrs A complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of a scam. Mrs A is represented by a firm I’ll refer to as ‘W’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some ke... (4 pages)View decision -
Decision Reference DRN-5308202
17 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5308202 The complaint Mr T has complained that Monzo Bank Ltd hasn’t reimbursed the money he says he’s lost to a scam. What happened Mr T says he’s fallen victim to an investment scam. In 2022, a trusted professional acquaintance introduced Mr T to an investment opportunity with a c... (5 pages)View decision