MONZO BANK LIMITED
Financial Ombudsman decision DRN-5894979 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Wed Dec 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
Card dispute or chargeback, Support for vulnerable customers
In the Ombudsman’s words
Chargeback is a voluntary scheme run by the card scheme operator (here it’s Mastercard) to process settlement disputes between the card issuer (such as Monzo) – on behalf of the cardholder (Mr C) – and the merchant (here it’s the online gambling site).Card dispute or chargeback
From July 2023, the Consumer Duty requires firms to consider customers’ vulnerabilities.Support for vulnerable customers
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5894979.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.