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MONZO BANK LIMITED

Financial Ombudsman decision DRN-5254305 Not 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

Mrs A has complained that her bank, Monzo Bank Ltd (Monzo’), refused to refund money she lost when she fell victim to a scam.APP scam refund refused

Mrs A said that when she made the final payment, she expected to be able to access her funds, but she was then informed that she had to pay a further £20,000 in fees. At that point she realised she was being scammed. ... She said she wasn’t asked any questions when the payments were processed. She added that she had lost her husband suddenly 18 months before the scam, she was a single parent with three children and was in a very vulnerable state at the time; something Monzo should have taken into account.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-5254305.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.