MONZO BANK LIMITED
Financial Ombudsman decision DRN-2413038 Upheld
Upheldoutcome, as published by the Ombudsman
£105redress stated in the decision
Fri Feb 05deadline 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
Charges and fees, Service failure
In the Ombudsman’s words
Miss H also incurred a £15 cash withdrawal fee which she wouldn’t have incurred had she had access to her Monzo account. So, I think it’s fair that this should be refunded too.Charges and fees
Monzo upheld Miss H’s complaint. In its final response letter, it accepted that it hadn’t provided Miss H with the level of service she should have received.Service failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-2413038.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.