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MONZO BANK LIMITED

Financial Ombudsman decision DRN-5630428 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, Account closed or refused

In the Ombudsman’s words

I don’t think the evidence points to an unidentified third-party gaining access to Miss C’s Monzo (and L) account to carry out these transactions. So, on balance, I don’t think that it would be fair to require Monzo to refund those payments that Miss C disputed.APP scam refund refused

I’ve already considered the issue of the account closure in the provisional decision, and whilst Monzo’s approach was contradictory in respect of allowing some of the funds to be retained in the account, I don’t think overall the closure was unfair.Account closed or refused

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5630428.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.