MONZO BANK LIMITED
Financial Ombudsman decision DRN-3190019 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Mon Mar 14deadline to accept (not the decision date)
The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.
What this decision was about
APP scam refund refused, Complaint handling
In the Ombudsman’s words
Ms C complains that Monzo Bank Ltd (Monzo) won’t refund the money she lost when unrecognised transactions were made on her account.APP scam refund refused
Monzo accepts it closed Ms C’s account in error on 11 December and didn’t resolve this for four days and there were some delays in providing responses in the chat.Complaint handling
Rules cited
CRM Code (APP scam reimbursement)
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3190019.pdf on financial-ombudsman.org.uk.
The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.