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MONZO BANK LIMITED

Financial Ombudsman decision DRN-3949631 Upheld

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

Monzo aren’t a signatory to the Contingent Reimbursement Model Code (CRM Code) but have agreed to adhere to the provisions of the Code. The CRM Code requires firms to reimburse customers who have been victims of Authorised Push Payment (APP) scams like thisAPP scam refund refused

Mr L is unhappy with the level of service he’s received from Monzo and says he’s experienced a large amount of distress as a result. Having reviewed the chats Mr L had with Monzo, I can see that he was incorrectly told that his fraud claim had been closed and that Monzo didn’t clearly explain to Mr L what the next steps would be in handling his claim.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-3949631.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.