MONZO BANK LIMITED
Financial Ombudsman decision DRN-5094143 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Thu Sep 04deadline 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 W complains that Monzo Bank Ltd (“Monzo”) won’t refund payments he made as part of a scam.APP scam refund refused
Monzo did, however, accept that the time taken to investigate his claim and subsequent complaint exceeded their timeframes, paying Mr W £120 in recognition of this.Complaint handling
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-5094143.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.