Monzo—Financial Ombudsman Service found Monzo wrongly rejected fraud and scam complaints at highest rate among major UK banks
The UK's Financial Ombudsman Service found that Monzo wrongly rejected 34% of the 3,372 fraud and scam complaints referred to it in 2025 -over 1,000 cases- the highest wrongful-rejection rate among major British banks, ahead of NatWest (33%) and HSBC (32%). The complaints covered authorised push payment scams, chip-and-PIN fraud, and identity theft.
Scoring Impact
| Topic | Direction | Relevance | Contribution |
|---|---|---|---|
| Consumer Protection | -against | primary | -1.00 |
| Overall incident score = | -0.572 | ||
Score = avg(topic contributions) × significance (medium ×1) × confidence (0.57)
Evidence (1 signal)
Confirms Statement Feb 7, 2026 documented
Guardian: Monzo wrongly denied refunds to thousands of fraud and scam victims
The Guardian reported Financial Ombudsman Service data showing Monzo wrongly rejected fraud and scam complaints at the highest rate (34%) of major UK banks in 2025, ahead of NatWest and HSBC.