Partially upheld: account closure, chargeback dispute, failure to make reasonable adjustments under Equality Act 2010, inadequate communication complaint against Monzo Bank Limited

Decision detail

Summary

Mr B complained that Monzo Bank Limited unfairly closed his accounts, rejected his chargeback claim against a streaming service, and failed to make reasonable adjustments for his disability. The ombudsman found that Monzo acted fairly in rejecting the chargeback because the streaming service provided conclusive evidence that Mr B had not given the required 30-day notice to cancel his subscription, and the account closure complied with the account terms and conditions. However, the ombudsman upheld the complaint in part, finding that Monzo failed to adequately consider Mr B's disability and communication needs when he disclosed them in March 2025, and should have proactively reached out to discuss reasonable adjustments and provided clear answers about whether the closure decision could be reversed. The ombudsman awarded £250 compensation for the distress caused by Monzo's failure to communicate clearly, but rejected claims of discrimination and made no award for the chargeback rejection or account closure itself.

The Ombudsman's reasoning

The ombudsman found that Monzo acted fairly in rejecting the chargeback because D provided conclusive evidence that Mr B had not given the required 30-day notice to terminate the subscription. The account closure was also fair as it complied with the account terms and conditions providing two months' notice. However, Monzo failed to make adequate reasonable adjustments when Mr B disclosed his disability in March 2025. Monzo should have proactively reached out to discuss how to meet his communication needs and should have provided a clear yes/no answer about whether the closure decision could be reversed. The failure to communicate clearly and provide reasonable adjustments caused Mr B frustration and distress, warranting compensation of £250. The ombudsman rejected claims of discrimination, noting this is a matter for courts, but found Monzo did not treat Mr B unfairly in its substantive decisions.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website