MONZO BANK LIMITED
Financial Ombudsman decision DRN-5945306 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Tue Jan 06deadline 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
Funds blocked or frozen, Identity checks and access
In the Ombudsman’s words
He has refused to complete this step, which has resulted in him being unable to regain full access to his account.Funds blocked or frozen
Mr H complained about Monzo Bank Ltd’s requirement for him to provide a selfie video as part of its identification (ID) verification process.Identity checks and access
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-5945306.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.