MONZO BANK LIMITED
Financial Ombudsman decision DRN-5188837 Upheld
Upheldoutcome, as published by the Ombudsman
£500redress stated in the decision
Mon Jan 06deadline 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
Complaint handling, Support for vulnerable customers
In the Ombudsman’s words
Monzo agreed that it didn’t do enough to support Miss B and refunded £9,083.85Complaint handling
She also informed the bank that she is autistic and had some mental health challenges, which made the task difficult.Support for vulnerable customers
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5188837.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.