Partially upheld: service failure - routine card declines and inadequate compensation complaint against Monzo Bank Limited
Financial Ombudsman decision DRN-6246724 of 2026-05-07T00:00:00+00:00. service failure - routine card declines and inadequate compensation complaint against Monzo Bank Limited. Outcome: Partially upheld.
Decision detail
| Reference | DRN-6246724 |
|---|---|
| Decision date | 2026-05-07T00:00:00+00:00 |
| Firm | Monzo Bank Limited |
| Product | payment card |
| Claim type | service failure - routine card declines and inadequate compensation |
| Outcome | Partially upheld |
| Remedy | Monzo Bank Limited to pay Mr A a further £90 (in addition to the £70 already paid, for a total of £160) |
Summary
Mr A complained that his Monzo payment card routinely declined payments from October 2025, causing frustration and inconvenience. Monzo identified a problem with the card, issued a replacement in early October, and resolved the underlying issue by January 2026. Although Monzo acknowledged its service failure and paid £70 compensation, the ombudsman found this insufficient and ordered an additional £90 payment for a total of £160, in line with FOS guidelines and comparable cases.
The Ombudsman's reasoning
The ombudsman agreed with the investigator that Monzo's initial £70 compensation was insufficient to fairly compensate Mr A for the inconvenience caused by the routine card declines and Monzo's handling of the matter. Considering the events as a whole, a total payment of £160 (£70 already paid plus £90 additional) was determined to be fair and in line with FOS published guidelines and comparable cases.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Monzo Bank Limited, all decisions | 147 | 10% |
Source
Read the original decision on the Financial Ombudsman Service website