MONZO BANK LIMITED
Financial Ombudsman decision DRN-6285181 Not upheld
Not upheldoutcome, as published by the Ombudsman
£963redress stated in the decision
Wed Jul 15deadline 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, Complaint handling
In the Ombudsman’s words
Mr M complained because Monzo Bank Limited refused to refund him for transactions he said he hadn’t authorised.Unauthorised transaction
Monzo’s customer service I’ve read the chat messages between Monzo and Mr M, and I recognise that Mr M also rang Monzo multiple times. I consider that Monzo could sometimes have been clearer about what it needed, and why Mr M’s complaint was put on hold while waiting for a security check.Complaint handling
Rules cited
Payment Services Regulations 2017
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6285181.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.