MONZO BANK LIMITED
Financial Ombudsman decision DRN-5576908 Upheld
Upheldoutcome, as published by the Ombudsman
£2,500redress stated in the decision
Fri Oct 24deadline 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
Unauthorised transaction, Complaint handling
In the Ombudsman’s words
Mr S complains Monzo Bank Ltd allowed fraudulent transactions to debit his account after he’d reported his debit card missing and it was blocked.Unauthorised transaction
Monzo now accepts that Mr S’ claim wasn’t actioned correctly at the outset, because it was treated as “dispute” rather than a fraud claim.Complaint handling
Rules cited
Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5576908.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.