Not upheld: Account closure without notice complaint against Monzo Bank Limited

Decision detail

Summary

Mr T complained that Monzo Bank Limited failed to notify him by email or letter when closing his account, claiming he was unaware of the app messaging service and therefore unable to arrange alternative banking. Monzo had sent notice through the app on 10 July 2025 stating the account would close on 10 September 2025, providing over 2 months' notice as required by the terms and conditions. The ombudsman found that Mr T had previously used the app to contact Monzo on multiple occasions, demonstrating familiarity with the messaging service. The complaint was not upheld as Monzo had complied with its contractual obligations and Mr T had not disclosed any disabilities requiring reasonable adjustments.

The Ombudsman's reasoning

The ombudsman found that Monzo complied with the contractual terms and conditions by providing at least 2 months' notice of account closure through the app, which was an acceptable method of contact under those terms. Although Mr T claimed he was unaware of the messaging service, the evidence showed he had previously used the app to contact Monzo on multiple occasions. The ombudsman noted that while the account closure caused Mr T difficulties, this alone does not constitute unfair treatment. The ombudsman also rejected the disability adjustment claim as Mr T had never disclosed any vulnerabilities to Monzo.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website