Lost money to a scam through Monzo?
You may be entitled to a refund.
If you've been the victim of a fraud and your money was sent from your Monzo account, the law may require them to reimburse you. We handle the entire claims process — no win, no fee.
Check if you can claim →Free, no-obligation eligibility check. Takes 5 minutes.
Up to £85k
PSR reimbursement cap
Up to £430k
FOS maximum award
5 days
Bank response deadline
Your Rights
What the law requires Monzo to do
Since October 2024, the Payment Systems Regulator (PSR) requires banks to reimburse victims of authorised push payment (APP) fraud in most cases. This mandatory reimbursement scheme means Monzo has specific legal obligations when you report fraud on your account.
Mandatory reimbursement
Under PSR rules, banks must reimburse eligible APP fraud victims up to £85,000 per claim.
Response deadlines
Banks must respond within 5 business days, with a maximum extension to 35 days for complex investigations.
Ombudsman escalation
If the bank refuses, you can escalate to the Financial Ombudsman Service, which can award up to £430,000.
Vulnerability protections
Additional protections apply if you are considered vulnerable, including exemptions from certain claim limitations.
How It Works
We handle the claims process for you
Tell us what happened
Complete our eligibility form so we can assess whether you have a viable claim against Monzo.
We build your case
Our legal team reviews your evidence and drafts a formal complaint citing the specific regulations that apply.
We pursue your claim
We submit the complaint to Monzo, monitor all deadlines, and escalate to the Financial Ombudsman if needed.
Resolution
If successful, your refund is paid minus our agreed fee. If not, you pay nothing.
Why Use Refund Club
Why professional representation matters for Monzo claims
- Banks reject a significant proportion of fraud claims on first submission — professional complaints citing specific regulations are harder to dismiss
- We know exactly which regulatory obligations apply to Monzo, including their commitments under the CRM Code
- If Monzo refuses your claim, we handle the full Financial Ombudsman escalation process
- You don't need to deal with Monzo directly — we manage all communication on your behalf
Pursuing a claim yourself is always an option — the Financial Ombudsman Service is free to use directly. We provide professional legal support for those who prefer expert representation.
Monzo supports Faster Payments — both covered by the PSR mandatory reimbursement scheme.
Fraud Types
Types of fraud we handle for Monzo customers
Investment fraud
Fake trading platforms, crypto schemes, and fraudulent investment opportunities
Learn more →Romance fraud
Fake online relationships designed to manipulate victims into sending money
Learn more →Impersonation fraud
Criminals posing as banks, HMRC, police, or other trusted organisations
Learn more →Purchase fraud
Goods or services paid for but never delivered
Learn more →Common Questions
Fraud claims against Monzo
Under PSR rules, banks must respond within 5 business days (or up to 35 days if additional investigation is needed). If we escalate to the Financial Ombudsman, that process typically takes 6–12 months. Timelines vary depending on the complexity of each case.
A bank rejection is not necessarily the final word. We review the bank’s reasoning, identify potential weaknesses in their decision, and where appropriate escalate to the Financial Ombudsman for an independent review.
We operate on a no-win, no-fee basis under a Damages-Based Agreement. If your claim is unsuccessful, you pay nothing. If we recover funds for you, our fee is a percentage of the amount recovered. The exact percentage is clearly explained before you sign anything, as required by SRA regulations.
The PSR mandatory reimbursement scheme applies to payments made within 13 months. For older cases, the Financial Ombudsman can consider complaints up to 6 years from the event, or 3 years from when you became aware. We can assess your eligibility during the free initial review.
Find out if you have a claim against Monzo
Free eligibility assessment. No obligation. Takes 5 minutes.
Check your eligibility →