MONZO BANK LIMITED
Financial Ombudsman decision DRN-4365712 Not upheld
Not upheldoutcome, as published by the Ombudsman
£150redress stated in the decision
Thu Nov 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
Complaint handling, Support for vulnerable customers
In the Ombudsman’s words
I do accept that Monzo’s service could’ve been better and that there was around a three month delay in applying the block and Monzo failed to respond to Mr S in a timely matter regarding his complaints.Complaint handling
Mr S says he’d never used this merchant before and believes the activity on his account alone should’ve been enough for the transactions to be flagged and for Monzo to have taken proactive measures to safeguard his welfare.Support for vulnerable customers
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4365712.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.