MONZO BANK LIMITED
Financial Ombudsman decision DRN-5755800 Not upheld
Not upheldoutcome, as published by the Ombudsman
£291redress stated in the decision
Thu Sep 11deadline 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, Support for vulnerable customers
In the Ombudsman’s words
Miss H complained because Monzo Bank Ltd refused to refund her for a transaction she said she didn’t authorise.Unauthorised transaction
Monzo’s advisers didn’t pick up on this or explore what was potentially a vulnerable situation for Miss H.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-5755800.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.