MONZO BANK LIMITED
Financial Ombudsman decision DRN-4774428 Upheld
Upheldoutcome, as published by the Ombudsman
£200redress stated in the decision
Wed May 29deadline 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
In the Ombudsman’s words
I can’t see that Monzo were aware of Mrs M’s autism until 14 August 2023... I can’t see they made any adjustments to make things easier for her to understand.Support for vulnerable customers
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4774428.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.