MONZO BANK LIMITED
Financial Ombudsman decision DRN-5816462 Partly upheld
Partly upheldoutcome, as published by the Ombudsman
£2,947redress stated in the decision
Fri Mar 20deadline 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
Miss C complains that Monzo Bank Ltd (Monzo, hereinafter) hasn’t refunded the losses she’s incurred when falling victim to an Authorised Push Payment (APP) job task scam.APP scam refund refused
She also said she’d just suffered a bereavement before these events, which made her more vulnerable to fall victim to the scam.Support for vulnerable customers
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-5816462.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.