MONZO BANK LIMITED
Financial Ombudsman decision DRN-5498605 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Tue Sep 09deadline 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, Support for vulnerable customers
In the Ombudsman’s words
Miss H complains that Monzo Bank Ltd won’t refund the money she lost when she fell victim to a job scam.APP scam refund refused
She had Attention Deficit Hyperactivity Disorder which can make it difficult to process complex financial situations, especially under pressure. Also, she was struggling with her mental health.Support for vulnerable customers
Rules cited
FCA Consumer Duty (PRIN 2A), Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5498605.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.