MONZO BANK LIMITED
Financial Ombudsman decision DRN-3817971 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Thu Jan 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
Support for vulnerable customers
In the Ombudsman’s words
I accept that Mr J put a gambling block on his account, but Monzo have explained that this is used as a cooldown period – meaning it discourages the customer from gambling as they have to call Monzo to have the transaction go through. But if a customer asks Monzo to remove the block Monzo has to do so. Despite the gambling block Mr J put on his account Monzo has no record prior to Mr J raising his complaint of him informing it of a gambling addiction.Support for vulnerable customers
Rules cited
Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3817971.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.