MONZO BANK LIMITED
Financial Ombudsman decision DRN-4141760 Upheld
Upheldoutcome, as published by the Ombudsman
£300redress stated in the decision
Fri Jun 23deadline 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
Mr E has complained that Monzo Bank Ltd unreasonable refused to refund him three payments he didn’t recognise on his bank account.Unauthorised transaction
I also consider Monzo’s approach to its investigations caused Mr E some considerable distress and frustration.Complaint handling
Rules cited
Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4141760.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.