MONZO BANK LIMITED
Financial Ombudsman decision DRN-3552108 Upheld
Upheldoutcome, as published by the Ombudsman
£250redress stated in the decision
Tue Aug 09deadline 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
Unauthorised transaction, Complaint handling
In the Ombudsman’s words
He said he’d used a cash machine which hadn’t dispensed his money.Unauthorised transaction
Monzo didn’t change its mind, and in its final response letter on 5 August, it said that it had raised a chargeback for Mr S, and the card company had ruled in favour of the cash machine provider.Complaint handling
Rules cited
Payment Services Regulations 2017, Consumer Credit Act 1974
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3552108.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.