MONZO BANK LIMITED
Financial Ombudsman decision DRN-5051091 Upheld
Upheldoutcome, as published by the Ombudsman
£25redress stated in the decision
Wed Mar 19deadline 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
Card dispute or chargeback, Complaint handling
In the Ombudsman’s words
Monzo raised a chargeback, a process of asking the bakery for a refund, via rules set out by the card scheme provider – Mastercard.Card dispute or chargeback
Monzo accepts it didn’t send an acknowledgement to Miss L’s complaint within the promised timescale and apologised for this.Complaint handling
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5051091.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.