MONZO BANK LIMITED
Financial Ombudsman decision DRN-5568894 Partly upheld
Partly upheldoutcome, as published by the Ombudsman
£2,842redress stated in the decision
Fri Oct 31deadline 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 S complains that Monzo Bank Ltd won’t refund the money he lost as the result of a scam.APP scam refund refused
I find this to be fair as its communications could have been clearer. Mr S had to repeatedly submit forms and he was not told promptly that a chargeback claim would not be progressed.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-5568894.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.