MONZO BANK LIMITED
Financial Ombudsman decision DRN-4598113 Upheld
Upheldoutcome, as published by the Ombudsman
£50redress stated in the decision
Wed Mar 13deadline 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
Identity checks and access, Support for vulnerable customers
In the Ombudsman’s words
Monzo have replied to ask X to confirm their identity by sending Monzo a selfie photo with their face and their ID visible.Identity checks and access
X is complaining that Monzo Bank Ltd are requiring them to complete a verification procedure that they’re unable to complete due to their disabilities.Support for vulnerable customers
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4598113.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.