MONZO BANK LIMITED
Financial Ombudsman decision DRN-4584019 Upheld
Upheldoutcome, as published by the Ombudsman
£1,329redress stated in the decision
Thu Feb 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
Miss A complains that Monzo Bank Ltd won’t refund the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam.APP scam refund refused
The CRM Code requires firms to assess whether a customer was vulnerable to the APP scam they fell victim to at the time it occurred.Support for vulnerable customers
Rules cited
CRM Code (APP scam reimbursement)
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4584019.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.