Egidio
Prevention and reimbursement · Monzo

Monzo customer: what the mandatory reimbursement rules actually deliver — and how often Monzo gets the first call wrong.

A sourced, neutral reading of what Monzo states officially about fraud reimbursement — not to talk you into switching banks, just to help you know where you stand.

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What Monzo actually offers

Monzo's own help pages state the mandatory rules plainly: reimbursement within 5 business days (up to 35 for complex cases), capped at £85,000, with Monzo able to withhold the first £100 of a successful claim. What Monzo's own pages don't volunteer is how often its first decision on a claim turns out to be wrong.

5–35 business days Monzo's stated decision window for an APP fraud claim — 5 days standard, up to 35 for complex investigations.
£85,000 cap, £100 excess The same limits as every UK provider under the mandatory PSR rules; Monzo "may not pay the first £100" of a reimbursed claim, in its own wording.
34% of referred cases
The share of Financial Ombudsman-referred fraud and scam complaints where independent data found Monzo had made the wrong call — more than 1,000 fraud, card, and identity-theft claims wrongly rejected, according to reporting based on Ombudsman figures.
Finextra / PaySpace Magazine, reporting on Financial Ombudsman Service data, 2025
What this means, precisely. A 34% wrong-call rate on referred cases only counts customers who pushed back hard enough to reach the Ombudsman. It says nothing about how many other customers accepted a first refusal from Monzo and never escalated at all — which is exactly why knowing the escalation route exists, and using it, matters.

What actually happens in practice

Real Ombudsman decision

Independent reporting on Financial Ombudsman Service data found that Monzo wrongly rejected over 1,000 fraud and scam claims — spanning APP fraud, chip-and-pin crime, and identity theft — that were later overturned on review. The same data showed Monzo made the wrong initial call in 34% of the 3,372 cases referred to the Ombudsman in the period studied, one of the highest rates among major UK providers.

Source: Finextra, reporting on Financial Ombudsman Service data, consulted 30/07/2026.

Why Egidio, alongside this

Egidio doesn't replace Monzo's protection, and doesn't try to. It acts one step earlier: detecting and blocking the manipulation attempt — the call, the message — before any payment is ever authorised. That's the difference between a claim decided case-by-case after the loss, and the loss never happening.

For the full comparison across UK banks and networks, see the "Before the Claim" page →

Frequently asked questions

How long does Monzo take to decide on a fraud reimbursement claim?

5 business days for a standard claim, up to 35 business days if Monzo needs more time to investigate — the same timeline the mandatory PSR rules set for every UK provider.

How often does Monzo get its first decision wrong?

Independent reporting based on Financial Ombudsman Service data found Monzo's initial decision was wrong in around 34% of referred cases, with over 1,000 fraud and scam claims wrongly rejected before being overturned on review.

Does Egidio replace Monzo's fraud protection?

No. Egidio is not a bank and does not process reimbursement claims. It acts earlier — detecting and blocking the manipulation attempt before any payment is authorised at all.