MONZO BANK LIMITED
Financial Ombudsman decision DRN-6345630 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Tue Jul 21deadline 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
I can’t ask Monzo to refund the money he has lost. The evidence simply isn’t enough to find that his dispute meets the definition of an APP scam.APP scam refund refused
I also don’t find Monzo failed to detect that Mr K was vulnerable at the time due to excessive gambling.Support for vulnerable customers
Rules cited
Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6345630.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.