MONZO BANK LIMITED
Financial Ombudsman decision DRN-5937777 Not upheld
Not upheldoutcome, as published by the Ombudsman
£25redress stated in the decision
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
Complaint handling, Service failure
In the Ombudsman’s words
Monzo explained that as the money was sent via the P2P process it wasn’t protected in the same way other bank transfer methods were, and it could only be recovered if the third party gave permission to return the funds.Complaint handling
Monzo also explained that it couldn’t tell Mr F which number it had matched to its own records, which produced the name of the third-party, as this would be against General Data Protection Regulations (GDPR).Service failure
Rules cited
UK GDPR / Data Protection Act 2018
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5937777.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.