MONZO BANK LIMITED
Financial Ombudsman decision DRN-5854882 Upheld
Upheldoutcome, as published by the Ombudsman
£300redress stated in the decision
Tue Mar 17deadline 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
Mr B complains Monzo Bank Ltd won’t refund payments which he says he didn’t authoriseUnauthorised transaction
failed to take account of his vulnerabilities – including that he had disclosed he was dyslexic and couldn’t read or writeSupport for vulnerable customers
Rules cited
Equality Act 2010, Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5854882.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.