MONZO BANK LIMITED
Financial Ombudsman decision DRN-4945982 Upheld
Upheldoutcome, as published by the Ombudsman
£6,570redress stated in the decision
Tue Oct 22deadline 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 G complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost when he fell victim to a scam.APP scam refund refused
Monzo felt the service it provided to Mr G fell short and paid him £75 compensation. It noted it took too long to reach an outcome and that there were gaps in the service provided in its chat.Complaint handling
Rules cited
CRM Code (APP scam reimbursement)
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4945982.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.