Not upheld: Card / payment disputes complaint against Monzo Bank Ltd

Decision detail

Summary

Miss K paid £150 to website T for a foreign e-visa application on 25 November 2025. When the application was not processed quickly enough, she applied directly to the government and received her visa on 8 December 2025. Miss K requested a chargeback from Monzo on 3 December 2025, but Monzo decided not to pursue the claim after T provided evidence that the application had been submitted and the service was delivered as contracted. The ombudsman upheld Monzo's decision, finding that T's terms and conditions permitted extended processing times and that T had fulfilled its contractual obligation by lodging the application with the government, meaning the chargeback had no reasonable prospect of success.

The Ombudsman's reasoning

The ombudsman found that T's terms and conditions clearly stated processing times could extend beyond the FAQ's suggested 1-3 business days, and Miss K agreed to these terms before payment. T provided evidence that the visa application was submitted on or before 30 November 2025, meaning the service was delivered as contracted. Since T lodged the application on the government website as promised, Miss K received the service she paid for, and the chargeback had little or no prospect of success. Therefore, Monzo acted fairly in deciding not to pursue the claim.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website