MONZO BANK LIMITED
Financial Ombudsman decision DRN-4031438 Upheld
Upheldoutcome, as published by the Ombudsman
£300redress stated in the decision
Fri Feb 03deadline 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
Card dispute or chargeback, Complaint handling
In the Ombudsman’s words
Ms O is unhappy with the way Monzo Bank Ltd (‘Monzo’) handled her claim for a refund of a payment she made using her Monzo debit card.Card dispute or chargeback
I think Monzo has underestimated and downplayed the significance and impact of the mistakes it made. And I’m satisfied that an award of £300 is fair in the circumstances.Complaint handling
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4031438.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.