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-5540064
9 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5540064 The complaint Mrs C is unhappy Monzo Bank Ltd will not refund the money she lost as a result of an investment scam. Mrs C brought her complaint through a representative. For ease of reading I will refer solely to Mrs C in this decision. What happened As both parties are aw... (6 pages)View decision -
Decision Reference DRN-4869007
9 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4869007 The complaint and background Mr S complains Monzo Bank Ltd (‘Monzo’) won’t reimburse him over £12,000 that he lost when he fell victim to a cryptocurrency investment scam. Although Mr S’s original complaint to Monzo and his appeal refer to a just over £13,000, the total amou... (2 pages)View decision -
Decision Reference DRN-5544632
8 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5544632 The complaint Mr F is unhappy that Monzo Bank Ltd haven’t refunded money he lost as a result of a scam. Mr F is being represented by a claims management company but, for ease of reading, I’ll only refer to Mr F in the decision. What happened The detailed background to this... (4 pages)View decision -
Decision Reference DRN-5537320
8 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5537320 The complaint Mr L complains that Monzo Bank Ltd failed to raise a chargeback in respect of a holiday booking. What happened In April 2024, Mr L paid £1,184 to a company I’ll call “C’ from his Monzo bank account for holiday accommodation. Shortly after Mr L arrived at the pr... (3 pages)View decision -
Decision Reference DRN-5379506
8 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5379506 The complaint Miss B complains that Monzo Bank Ltd failed to send her account statements after it closed her account, and this was in contravention of its policy. What happened In February 2023 Monzo closed Miss B’s account. Miss B said according to Monzo’s policy it was su... (3 pages)View decision -
Decision Reference DRN-5161532
7 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5161532 The complaint Mr F is complaining that Monzo Bank Ltd didn’t do enough to prevent him from making payments to a cryptocurrency investment scam. What happened In June 2024 Mr F became involved in a cryptocurrency investment scheme after seeing it advertised on social media. M... (2 pages)View decision -
Decision Reference DRN-5195613
7 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5195613 The complaint Ms R complains about a decision taken by Monzo Bank Ltd (“Monzo”) to not raise a chargeback on her behalf. What happened On 11 June 2024, Ms R purchased a gift card using her Monzo current account debit card. She spent the gift card at a retailer, who I’ll ref... (3 pages)View decision -
Decision Reference DRN-5000228
6 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5000228 The complaint Ms C complains that Monzo Bank Ltd (“Monzo”) hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Ms C has explained that in Septemb... (2 pages)View decision -
Decision Reference DRN-4942630
6 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4942630 The complaint Mr I complains that Monzo Bank Ltd (“Monzo”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr I has explained that between Au... (2 pages)View decision -
Decision Reference DRN-5506311
6 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5506311 The complaint G, a limited company, complains that Monzo Bank Ltd made it difficult to integrate G’s payment account data into accountancy software provided by a third party, resulting in unnecessary subscription costs and inconvenience to G. Mr S, a director of G, represen... (4 pages)View decision