Monese Ltd

Financial Ombudsman decision DRN-3109981 Upheld

Upheldoutcome, as published by the Ombudsman

£100redress stated in the decision

Thu Dec 02deadline 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

Complaint handling, Service failure

In the Ombudsman’s words

Monese didn’t recognise or acknowledge that Mr C had raised a complaint until such time that they closed the complaint on the basis that the welcome money had been paid to Mr C.Complaint handling

the standard of service provided to Mr C by Monese surrounding his attempts to communicate with them, and his attempt to raise a complaint with them, fall below the standard that this service would expect.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3109981.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.