Not upheld: dispute and chargeback process - alleged inability to upload evidence complaint against Monzo Bank Limited

Decision detail

Summary

Mr A complained that Monzo's dispute process prevented him from uploading evidence required for chargebacks, making it impossible to request successful chargebacks. Monzo declined disputes due to insufficient evidence and offered alternative submission methods. The ombudsman found that Monzo's evidence requests were required by card scheme rules, that Mr A had successfully submitted evidence through the same process previously, and that Monzo had provided alternative means to submit evidence, therefore not upholding the complaint.

The Ombudsman's reasoning

The ombudsman found that Monzo's requests for evidence were reasonable and required by card scheme rules which Monzo cannot alter. The ombudsman noted that Mr A had successfully provided evidence through the same dispute process on prior occasions and that some chargebacks were successful. The ombudsman concluded that Monzo had done enough to inform Mr A of alternative means to provide evidence, including via chat function, and that any issues with the dispute submission were not the reason chargebacks were unsuccessful.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website