MONZO BANK LIMITED
Financial Ombudsman decision DRN-5663688 Partly upheld
Partly upheldoutcome, as published by the Ombudsman
£75redress stated in the decision
Thu Jul 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
Miss D complains that Monzo Bank Ltd won’t refund the money she lost to a scam.APP scam refund refused
I do acknowledge that there were some issues with the level of service Monzo provided to Miss D during the claim process, specifically around delays in providing a meaningful response to her concerns.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-5663688.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.