MONZO BANK LIMITED
Financial Ombudsman decision DRN-4524420 Not upheld
Not upheldoutcome, as published by the Ombudsman
£150redress stated in the decision
Tue Jul 02deadline 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
Mr R complains that Monzo Bank Ltd won’t refund the money he lost when he fell victim to a scam.APP scam refund refused
Monzo has credited Mr R’s account with £50 to compensate him for the service it provided. I agree that Monzo could have dealt with Mr R’s claim more quickly but think the amount already awarded is fair.Complaint handling
Rules cited
CRM Code (APP scam reimbursement), Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4524420.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.