MONZO BANK LIMITED
Financial Ombudsman decision DRN-6274332 Partly upheld
Partly upheldoutcome, as published by the Ombudsman
£250redress stated in the decision
Mon Jul 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
Account closed or refused, Card dispute or chargeback, Complaint handling
In the Ombudsman’s words
In March 2025, Monzo told Mr B that it had decided to close his account and gave him two months’ notice.Account closed or refused
Monzo gave Mr B an automatic refund under the chargeback scheme.Card dispute or chargeback
Mr B also said that Monzo had failed to handle his complaint properly and that it didn't make any adjustments despite telling Monzo about his mental health vulnerabilitiesComplaint handling
Rules cited
FCA DISP (Dispute Resolution), Equality Act 2010
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6274332.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.