MONZO BANK LIMITED
Financial Ombudsman decision DRN-5771945 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Fri Sep 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
Unauthorised transaction, Complaint handling
In the Ombudsman’s words
Mr J complains Monzo Bank Ltd won’t refund payments taken from his account which he says he did not make or authorise.Unauthorised transaction
Monzo have offered Mr J £230 in recognition of the distress and inconvenience caused by some wrong information he was given when he first contacted it, and because it failed to call back when it said it would on multiple occasions.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-5771945.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.