MONZO BANK LIMITED
Financial Ombudsman decision DRN-6308204 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Wed Jun 03deadline 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
Miss H says she’s repeatedly flagged and identified the same online platform, but gambling transactions were still going through. Miss H believes that payments that aren’t categorised correctly as gambling should be considered as fraudulent and wants to have these payments reimbursed.Card dispute or chargeback
Miss H complains that Monzo Bank Ltd (“Monzo”) allowed gambling transactions through her account despite asking it to restrict these types of transactions. Miss H is unhappy that despite making Monzo aware of her vulnerabilities it didn’t do enough to stop these transactions.Support for vulnerable customers
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6308204.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.