MONZO BANK LIMITED
Financial Ombudsman decision DRN-4652499 Upheld
Upheldoutcome, as published by the Ombudsman
£100redress stated in the decision
Thu Mar 28deadline 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
Mrs F complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded a payment she says she didn’t make or otherwise authorise.APP scam refund refused
She’s also unhappy with the service she has received from Monzo, and, in particular, difficulties with the chat function and the length of time it took Monzo to reach its decision not to reimburse her.Complaint handling
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4652499.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.