MONZO BANK LIMITED
Financial Ombudsman decision DRN-6262572 Upheld
Upheldoutcome, as published by the Ombudsman
£150redress stated in the decision
Tue Apr 28deadline 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 C complains that Monzo Bank Ltd (“Monzo”) won’t reimburse funds she lost as part of a scam.APP scam refund refused
Having reviewed the correspondence between the parties and Miss C’s testimony, it’s clear that this added significant distress on top of an already difficult situation. Because of that, I believe that Monzo ought to pay Miss C £150 in recognition of the trouble and upset caused.Complaint handling
Rules cited
FCA DISP (Dispute Resolution), Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6262572.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.