MONZO BANK LIMITED
Financial Ombudsman decision DRN-5209728 Partly upheld
Partly upheldoutcome, as published by the Ombudsman
£100redress stated in the decision
Fri Sep 05deadline 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
Ms R complains that Monzo Bank Ltd (“Monzo”) won’t refund her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) scam.APP scam refund refused
Monzo did recognise that there was a delay in reviewing Ms R’s complaint and providing her with an outcome, so it offered £100 for the distress and inconvenience caused by these delays.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-5209728.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.