MONZO BANK LIMITED
Financial Ombudsman decision DRN-5510554 Not upheld
Not upheldoutcome, as published by the Ombudsman
£4,000redress stated in the decision
Mon May 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
Ms S complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded the money she lost when she fell victim to a scam.APP scam refund refused
Monzo has accepted that it took too long to respond to Ms S’s claim. It offered £50 compensation in recognition of this.Complaint handling
Rules cited
Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5510554.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.