MONZO BANK LIMITED
Financial Ombudsman decision DRN-4858119 Partly upheld
Partly upheldoutcome, as published by the Ombudsman
£18,262redress stated in the decision
Tue Oct 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
Mrs B complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of a scam.APP scam refund refused
Mrs B suffers from a bipolar disorder, having been diagnosed and hospitalised in 2022. She takes a lot of medication for this condition and has been in a state of mania, which she was under at the time of the scam and remains under, which made her trust the scammer – as she was not in full control of her mind.Support for vulnerable customers
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-4858119.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.