Not upheld: Data Subject Access Request handling and message redaction complaint against Monzo Bank Limited

Decision detail

Summary

Mr G complained to Monzo Bank Limited about a Data Subject Access Request where a message had been redacted. Monzo explained the message was hidden due to a typing error and could not be recovered as it had been deleted. Mr G requested compensation for distress and inconvenience, and sought the full details of the redacted message. The ombudsman found that Monzo followed the correct process, responded within usual timeframes, and acted fairly in its handling of the request. Since Monzo could not technically recover the deleted message, the ombudsman determined it would be inappropriate to order an impossible action. The complaint was not upheld and no compensation was awarded.

The Ombudsman's reasoning

The ombudsman concluded that Monzo followed the correct DSAR process and responded within usual time limits. The hidden message resulted from a typing error and Monzo explained it could not recover a deleted message. The ombudsman applied the principle that this service cannot direct a business to perform an action it is physically incapable of executing. Monzo appropriately addressed Mr G's vulnerability disclosures through its wellbeing team and updated its records accordingly. Although Mr G was upset, the ombudsman found Monzo's apology and explanation to be reasonable and fair.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website