MONZO BANK LIMITED
Financial Ombudsman decision DRN-5710305 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Mon Dec 08deadline 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, Support for vulnerable customers
In the Ombudsman’s words
Mr Y complains that Monzo Bank Ltd will not reimburse funds he said he lost to a scam.APP scam refund refused
Monzo failed to adapt its communication to Mr Y’s vulnerability, namely his limited English proficiency.Support for vulnerable customers
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5710305.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.