MONZO BANK LIMITED
Financial Ombudsman decision DRN-1964845 Partly upheld
Partly upheldoutcome, as published by the Ombudsman
£205redress stated in the decision
Wed Mar 03deadline to accept (not the decision date)
The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.
What this decision was about
Account closed or refused, Funds blocked or frozen, Service failure
In the Ombudsman’s words
Monzo completed its investigation, it returned the three payments back to source and decided to close Miss W’s account immediately.Account closed or refused
Monzo placed blocks on Miss W’s account, whilst it investigated the reports from the other banks. This meant she couldn’t access the money in her account.Funds blocked or frozen
Monzo accepts it should’ve provided Miss W with better service – and could have done things quicker especially after Miss W let them know about her circumstances on 3 September 2019 during a call.Service failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-1964845.pdf on financial-ombudsman.org.uk.
The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.