MONZO BANK LIMITED
Financial Ombudsman decision DRN-5509349 Upheld
Upheldoutcome, as published by the Ombudsman
£150redress stated in the decision
Fri May 23deadline 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 A complains that Monzo Bank Ltd has unfairly refused to refund his losses after he fell victim to a scam.APP scam refund refused
I am minded to award Mr A more compensation than Monzo has paid so far. Mr A raised his concerns about the transactions with Monzo in late November 2023 but didn’t receive a final response until early April 2024.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-5509349.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.