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-5325142
28 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5325142 The complaint Mr K complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost after falling victim to a scam. What happened In 2024, Mr K found someone on a social media site who offered to teach him about the economy and financial markets. I’ll refer to this pe... (3 pages)View decision -
Decision Reference DRN-5586638
28 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5586638 The complaint Miss C complains that Monzo Bank Ltd unfairly registered a marker about her at Cifas, the national fraud database. She wants the marker removed. What happened Miss C had an account with Monzo. On 29 July 2023 two payments of £1 and a payment for £999 were made... (5 pages)View decision -
Decision Reference DRN-5483739
27 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5483739 The complaint Miss O complains about the service Monzo Bank Ltd provided when she asked for help getting a refund for a purchase made on her debit card. What happened In December 2024, Miss O tried to buy clothes online, paying with her Monzo debit card. Miss O says the ord... (2 pages)View decision -
Decision Reference DRN-5519273
27 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5519273 The complaint Mrs K is unhappy Monzo Bank Ltd will not refund £4,876 she lost as the result of an authorised push payment (APP) scam. Mrs K brought her complaint to this service through a representative. For ease of reading, I will refer solely to Mrs K in this decision. Wha... (5 pages)View decision -
Decision Reference DRN-5324746
27 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5324746 The complaint Mrs O complains that Monzo Ltd won’t refund several payments she says she made and lost to a scam. What happened Mrs O complains Monzo won’t reimburse the money that she lost when she fell victim to a task-based employment scam. Our investigator didn’t uphold... (2 pages)View decision -
Decision Reference DRN-5344304
23 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5344304 The complaint Mrs L has complained Monzo Bank Ltd wouldn’t refund her when she didn’t get cash out of a cash machine. What happened Mrs L used a supermarket cash machine on 17 September 2024 to withdraw £200. She didn’t get the cash despite hearing the machine counting, the ... (3 pages)View decision -
Decision Reference DRN-5315037
23 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5315037 The complaint Mr M has complained Monzo Bank Ltd lodged a fraud-related marker with CIFAS in his name. This caused him distress in not being able to open a bank account and having difficulty in getting a job. What happened In January 2024 Monzo received a fraud report from o... (2 pages)View decision -
Decision Reference DRN-5318638
23 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5318638 The complaint Mr M complains about the way in which Monzo Bank Ltd trading as Monzo handled his disputed transaction claim. What happened On 19 September 2024 Mr M’s Monzo account was debited £1300 to LB Camden. Mr M says he was charged the incorrect amount by LB Camden and ... (2 pages)View decision -
Decision Reference DRN-5574410
22 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5574410 The complaint Ms S complains that Monzo Bank Ltd didn’t do enough to help her recover the money she lost when she was overcharged by a merchant abroad. What happened Ms S was abroad and picked up a taxi in the street. She recalls that when she came to pay, the payment termin... (5 pages)View decision -
Decision Reference DRN-5556529
22 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5556529 The complaint Mrs M is unhappy that Monzo Bank Ltd won’t reimburse money she lost to a scam. Mrs M is represented by a third-party claims firm, but I will refer to Mrs M here. What happened The background to this complaint is known to both parties, so I won’t repeat everyt... (3 pages)View decision