MONZO BANK LIMITED
Financial Ombudsman decision DRN-4341998 Not upheld
Not upheldoutcome, as published by the Ombudsman
£175redress stated in the decision
Fri Dec 29deadline 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, Support for vulnerable customers
In the Ombudsman’s words
Mr R complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam to it.APP scam refund refused
I accepted he was very worried and frustrated and that Monzo failed to consider that his ADHD meant the situation might have been more distressing for him.Support for vulnerable customers
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4341998.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.