Not upheld: Card / payment disputes complaint against Monzo Bank Limited

Decision detail

Summary

Mr B complained that Monzo Bank Limited refused to refund transactions he did not recognise, totalling several payments made via Apple Pay and faster payment between 27-28 February 2026. Mr B claimed his phone and card were in his possession and he had not shared his security credentials with anyone. Monzo provided technical evidence showing the transactions were made using Mr B's registered device with correct PIN entry and face biometrics authentication. The ombudsman found that while device usage alone is insufficient, the combination of correct security credential entry, consistent IP addresses, and lack of any plausible explanation for compromise meant Mr B had authorised the payments. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman concluded that while establishing the device used is important, it is not sufficient alone to hold Mr B responsible. However, the combination of evidence—correct PIN entry, use of Mr B's registered device, Apple Pay requiring face biometrics, no plausible explanation for how security credentials could be compromised, and the transactions being consistent with Mr B's usual spending patterns—led to the conclusion that Mr B authorised the payments. The ombudsman found no evidence of remote account takeover or compromise of security credentials, and noted that for a third party to make these payments without Mr B's knowledge while his phone was in his possession would be unlikely.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website