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Story summary
- Monzo rejected more than 1,000 fraud refund claims and recorded a 34% error rate, the highest among UK banks.
- The Financial Ombudsman Service said many Monzo decisions were overturned in cases of scams and identity theft.
- Monzo, which serves more than 14 million customers, was fined £21 million for inadequate financial crime controls.
- TS Anil, Monzo's chief executive, will resign in February, and Diana Layfield will become Monzo's chief executive.
