MONZO BANK LIMITED
Financial Ombudsman decision DRN-4000312 Upheld
Upheldoutcome, as published by the Ombudsman
£200redress stated in the decision
Tue Apr 18deadline 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, Support for vulnerable customers
In the Ombudsman’s words
Monzo upheld Mr A’s complaint. In a final response letter to him on 16 August, Monzo acknowledged that it had gotten things wrong. There were errors in helping Mr A with his disputed payment refund and numerous errors in the customer support it provided.Complaint handling
Mr A also said that Monzo failed to properly acknowledge his declaration of a disability and his potential need for adjustments.Support for vulnerable customers
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4000312.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.