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-5407663
2 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5407663 The complaint Miss G complains that Monzo Bank Ltd unfairly restricted access to her account and took to long to remove the restriction. What happened On 20 December 2024, Miss G wanted to make a payment from her Monzo current account. She moved funds from her savings with M... (3 pages)View decision -
Decision Reference DRN-4898214
2 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4898214 The complaint Ms L complains that Monzo Bank Ltd has refused to refund the money she lost as a result of a scam. Ms L has been represented in her complaint by a firm of solicitors. What happened The background to the complaint is well known to the parties, so I’ll simply sum... (4 pages)View decision -
Decision Reference DRN-5260425
2 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5260425 The complaint Mr O complains that Monzo Bank Ltd won’t refund money he lost when he was a victim of a crypto investment scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2023 Mr O came across... (5 pages)View decision -
Decision Reference DRN-5473849
2 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5473849 The complaint Mr S is unhappy that Monzo Bank Ltd (“Monzo”) won’t refund the money he lost when he fell victim to a purchase scam. What happened Mr S found the profile of someone selling computer parts on the selling page of a social networking website. The profile Mr S foun... (4 pages)View decision -
Decision Reference DRN-5474338
1 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5474338 The complaint Mr O complains that Monzo Bank Ltd unfairly registered a marker about him at Cifas, the national fraud database. He wants the marker removed. What happened Mr O had an account with Monzo. On 16 August 2024, two payments of over £490 and a payment for £480 were... (4 pages)View decision -
Decision Reference DRN-5001009
1 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5001009 The complaint Mr H complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds he lost when he fell victim to a scam. What happened On 25 September 2023 Mr H received messages from someone purporting to be his son. He didn’t know at the time, but the messages were fro... (3 pages)View decision -
Decision Reference DRN-4982260
1 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4982260 The complaint Mr S is complaining that Monzo Bank Ltd didn’t do enough to prevent him from making a payment to a scam, and didn’t refund the payment he made. The complaint is brought on Mr S’s behalf by a professional representative. What happened Both parties are familiar ... (3 pages)View decision -
Decision Reference DRN-5052914
1 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5052914 The complaint Miss A complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of a crypto investment scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2023 Miss A came ... (5 pages)View decision -
Decision Reference DRN-4873719
30 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4873719 The complaint Mr T complains Monzo Bank Ltd won’t refund the money he lost to a scam. What happened Mr T saw an advert for a cryptocurrency investment opportunity online. He completed a form to register his interest and was then called by someone claiming to be a financial ... (3 pages)View decision -
Decision Reference DRN-5450288
30 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5450288 The complaint Mr M has complained that Monzo Bank Ltd (“Monzo”) allowed gambling transactions to be processed on his account, even though he had a gambling block in place. What happened Mr M complained that Monzo Bank allowed multiple gambling transactions to overseas compan... (3 pages)View decision