MONZO BANK LIMITED
Financial Ombudsman decision DRN-5023145 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Fri Mar 21deadline 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
Account closed or refused, Irresponsible lending, Identity checks and access, Complaint handling
In the Ombudsman’s words
Closed his account with immediate effect and without explanation.Account closed or refused
Lent to him irresponsibly when increasing his credit card account limit to £4,500.Irresponsible lending
Asked him excessively to validate his identity by sending it selfies of him holding his ID.Identity checks and access
Provided poor customer service and communication in handling his complaint.Complaint handling
Rules cited
FCA DISP (Dispute Resolution), Equality Act 2010
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5023145.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.