Partially upheld: scam - job fraud - failure to intervene complaint against MONZO BANK LIMITED

Decision detail

Summary

Miss A fell victim to a job scam after being approached with a remote work opportunity promising £2,500 monthly salary, requiring upfront payments for tasks. She made 10 card payments totalling £6,255 between 7-8 September 2025, with payments 4-10 going to accounts in her name before reaching the scammer. Monzo refunded only the first three payments to merchant T but refused the remaining £5,630. The ombudsman found Monzo should have intervened at payment nine due to the clear pattern of escalating payments in quick succession, but upheld a 50% contributory negligence reduction because Miss A should have recognised obvious red flags including the unrealistic salary, lack of employment documentation, and requirement to pay to earn. Monzo was ordered to refund £842.50 (50% of payments nine and ten) plus interest.

The Ombudsman's reasoning

Monzo should have intervened at payment nine as it was the fifth payment in quick succession with a clear pattern of escalating payments totalling over £5,100 in 24 hours, indicating potential fraud risk. An appropriate tailored warning about job scams would likely have prevented Miss A's loss. However, Miss A should have been concerned about the legitimacy of the job offer given the promised salary was too good to be true, lack of employment documentation, and requirement to pay upfront. Therefore, Miss A should share 50% responsibility for her loss.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website