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MONZO BANK LIMITED

Financial Ombudsman decision DRN-4721433 Not upheld

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

Account closed or refused, Credit file reporting, Card dispute or chargeback, Support for vulnerable customers

In the Ombudsman’s words

Monzo gave Mr B two months’ notice. I’ve looked at the information Monzo has provided to support its explanation for closing Mr B’s account.Account closed or refused

Monzo has sent me copies of the online chats, and email chains, it had with Mr B. I note Mr B was actively using this email address when Monzo were informing him that he needed to settle his overdraft debt and what the consequences could be if he didn’t pay or make a payment arrangement with it.Credit file reporting

Mr B raised chargebacks as part of a dispute he was having with two separate merchants.Card dispute or chargeback

Mr B is unhappy Monzo didn’t provide him with the appropriate level of support given the acute vulnerabilities he disclosed to them.Support for vulnerable customers

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4721433.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.