Not upheld: failure to make reasonable adjustments; account access restrictions; identity verification procedures complaint against Monzo Bank Limited

Decision detail

Summary

Mr D complained that Monzo Bank Limited failed to make reasonable adjustments when he was unable to complete its standard identity verification process due to lack of access to a phone or camera, religious objections to providing a photo, and health reasons preventing phone use. Monzo required photo verification with ID before allowing Mr D to appoint a representative or access his closed loan and overdraft accounts. The ombudsman found that Monzo offered reasonable alternative verification methods including postal verification and scanned ID, and that the firm was entitled to maintain security processes to protect accounts from unauthorised access. The complaint was not upheld as the ombudsman determined Monzo had balanced its security obligations fairly against attempts to accommodate Mr D's needs.

The Ombudsman's reasoning

The ombudsman found that while Mr D faced genuine difficulties with Monzo's standard verification process, Monzo had offered reasonable alternatives including phone verification, postal verification, and scanned ID. The ombudsman acknowledged that Monzo, as a digital bank, must maintain security processes to protect accounts from unauthorised access, and that the Consumer Duty does not require firms to bypass security measures. The ombudsman noted that Mr D did not initially disclose his circumstances or request reasonable adjustments when first asked to verify, and that Monzo invited him to provide more information about his situation. The ombudsman concluded that Monzo had balanced its security obligations against attempts to accommodate Mr D's needs reasonably.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website