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

Decision detail

Summary

Mr and Mrs C purchased event tickets for £340 using a Monzo debit card, but the event was cancelled due to adverse weather. The merchant's terms and conditions stated tickets were non-refundable but transferable, and it offered alternative options. When Mr and Mrs C requested a refund, Monzo raised a chargeback which the merchant defended. Monzo accepted the defence and did not pursue the matter further. The ombudsman found that Monzo acted fairly as the chargeback had no reasonable prospect of success given the merchant's clear terms and conditions and the legitimate cancellation reason. Monzo's £50 compensation for an administrative error was deemed appropriate, and the complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that Monzo was not obliged to make further representations on the chargeback because the evidence did not support Mr and Mrs C's claim that services were not provided. The merchant's terms and conditions clearly stated tickets were non-refundable but transferable, the event was cancelled for legitimate safety reasons due to adverse weather, and the merchant offered multiple alternative options. Under chargeback rules (which apply to debit card purchases rather than consumer law), there was no reasonable prospect of success. The £50 compensation for the administrative error of asking them to complete another form was fair and appropriate.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website