MONZO BANK LIMITED
Financial Ombudsman decision DRN-4542792 Partly upheld
Partly upheldoutcome, as published by the Ombudsman
£1,000redress stated in the decision
Fri Jun 14deadline 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, Service failure
In the Ombudsman’s words
Miss B had told Monzo she struggled with reading the chat due to a medical condition.Support for vulnerable customers
it had delayed sending the CPR request and failed to update Miss B within 20 days as required under the CPR procedure.Service failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4542792.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.