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MONZO BANK LIMITED

Financial Ombudsman decision DRN-4975449 Upheld

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

Mr W complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam.APP scam refund refused

One of our investigators looked at the complaint. They thought Mr W’s circumstances meant he had been vulnerable and less able to protect himself from the scam at the time.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-4975449.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.