MONZO BANK LIMITED
Financial Ombudsman decision DRN-5428431 Upheld
Upheldoutcome, as published by the Ombudsman
£100redress stated in the decision
Wed May 14deadline 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, Support for vulnerable customers
In the Ombudsman’s words
Mr S used a cash machine on 19 August 2024 to withdraw £90. He didn’t get the cash but his Monzo account was still debited.Card dispute or chargeback
Particularly when I take into account Mr S’s personal situation. At the time Mr S’s account was debited with £90, he had almost no money left in his account.Support for vulnerable customers
Rules cited
Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5428431.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.