MONZO BANK LIMITED
Financial Ombudsman decision DRN-5144700 Not upheld
Not upheldoutcome, as published by the Ombudsman
£85redress stated in the decision
Thu Dec 26deadline 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
Miss K complains that Monzo Bank Ltd, trading as Monzo, failed to protect her from becoming the victim of a scam and did not appropriately warn her about a payment she made from her Monzo account.APP scam refund refused
They acknowledged that there had been a delay in responding to Miss K’s fraud report and she had been given incorrect information about how she could raise her complaint to the Financial Ombudsman Service.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-5144700.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.