Upheld: account administration error / unauthorized address change / data management failure complaint against MONZO BANK LIMITED

Decision detail

Summary

Mr N complained that Monzo refused to remove an address from his account that he claimed he never lived at. Monzo believed Mr N had changed the address himself based on system data, but Mr N provided extensive documentary evidence (V5, background checks, statements, tenancy agreements) showing no connection to the address. The ombudsman found that around the time of the address change, another device had attempted to access Mr N's account, which Mr N denied authorizing, and that Monzo had provided inconsistent information about this activity. Weighing all evidence and applying the civil standard of proof, the ombudsman concluded it was more likely than not that Mr N did not request the address change. The complaint was upheld and Monzo was ordered to remove the address, provide confirmation, and pay £100 compensation.

The Ombudsman's reasoning

Although Monzo's system information suggested Mr N's device made the address change, the ombudsman found this was outweighed by Mr N's consistent testimony and supporting documentary evidence that he never lived at the address. The ombudsman was particularly persuaded by the account security issues occurring at the time of the address change (another device attempting to log in), Mr N's explicit denial of making that login attempt, and system discrepancies that Monzo failed to adequately address. Applying the civil standard of proof (balance of probabilities), the ombudsman concluded it was more likely than not that Mr N did not request the address change.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website