Best way to complain to Ombudsman about Monzo ?

sheramber

Although you closed your account it is still on file and your telephone number is allocated to it.

You can only have one sole account with Monzo.  Your closed account appears to still count as having an account, alebit being a closed one.

You cannot open a second one.

It is nothing to so with you personally.

It is a bank  condition fthat applies to  everybody

TheBanker

As others have said, the Ombudsman service won't look into your complaint until you've raised it with Monzo and they've had the chance to issue a final response. Although the Ombudsman's call centre can take details and pass them onto Monzo, I wouldn't recommend this route. I used to receive this kind of complaint from the Ombudsman, and basically their letter would say 'Mr xxx is unhappy that he can't open an account', so the first thing I would have to do would be look through our records, and then I'd have to contact Mr xxx to find out what the actual complaint was. It just adds delay and the fact it has come via the Ombudsman does not result in it being treated any differently to any other complaint.

I don't think you have a valid complaint - Monzo can choose who they do business with and do not have to give a reason for declined applications. Their complaints team may choose to offer a solution such as opening an account, or providing more information, but they are not obliged to.

Once Monzo have dealt with the complaint, you can then go to the Ombudsman if you are still unhappy. My expectation would be that the ombudsman will reject the complaint. Even if the ombudsman found that you'd been treated unfairly, all they could do is award modest compensation. There are no circumstances where the Ombudsman can force a financial organisation to enter into a relationship with a specific customer. 

jasonwatkins

TheBanker said:

As others have said, the Ombudsman service won't look into your complaint until you've raised it with Monzo and they've had the chance to issue a final response. Although the Ombudsman's call centre can take details and pass them onto Monzo, I wouldn't recommend this route. I used to receive this kind of complaint from the Ombudsman, and basically their letter would say 'Mr xxx is unhappy that he can't open an account', so the first thing I would have to do would be look through our records, and then I'd have to contact Mr xxx to find out what the actual complaint was. It just adds delay and the fact it has come via the Ombudsman does not result in it being treated any differently to any other complaint.

I don't think you have a valid complaint - Monzo can choose who they do business with and do not have to give a reason for declined applications. Their complaints team may choose to offer a solution such as opening an account, or providing more information, but they are not obliged to.

Once Monzo have dealt with the complaint, you can then go to the Ombudsman if you are still unhappy. My expectation would be that the ombudsman will reject the complaint. Even if the ombudsman found that you'd been treated unfairly, all they could do is award modest compensation. There are no circumstances where the Ombudsman can force a financial organisation to enter into a relationship with a specific customer. 

I'm not looking to force Monzo to allow me an account because I'm set with banking at the moment and I certainly already know that it wouldn't be possible to do that anyway.

I've asked for the complaint to be looked at by the complaints team but they're currently ignoring me so it might all go away anyway.

sheramber

jasonwatkins said:

TheBanker said:

As others have said, the Ombudsman service won't look into your complaint until you've raised it with Monzo and they've had the chance to issue a final response. Although the Ombudsman's call centre can take details and pass them onto Monzo, I wouldn't recommend this route. I used to receive this kind of complaint from the Ombudsman, and basically their letter would say 'Mr xxx is unhappy that he can't open an account', so the first thing I would have to do would be look through our records, and then I'd have to contact Mr xxx to find out what the actual complaint was. It just adds delay and the fact it has come via the Ombudsman does not result in it being treated any differently to any other complaint.

I don't think you have a valid complaint - Monzo can choose who they do business with and do not have to give a reason for declined applications. Their complaints team may choose to offer a solution such as opening an account, or providing more information, but they are not obliged to.

Once Monzo have dealt with the complaint, you can then go to the Ombudsman if you are still unhappy. My expectation would be that the ombudsman will reject the complaint. Even if the ombudsman found that you'd been treated unfairly, all they could do is award modest compensation. There are no circumstances where the Ombudsman can force a financial organisation to enter into a relationship with a specific customer. 

I'm not looking to force Monzo to allow me an account because I'm set with banking at the moment and I certainly already know that it wouldn't be possible to do that anyway.

I've asked for the complaint to be looked at by the complaints team but they're currently ignoring me so it might all go away anyway.

How are they ignoring you when you turned down their offer of referring it to the complaints team-- first post.

[Deleted User]

They don't want you as a customer - nothing personal.

Any complaint reply will likely say just that and then go away in a polite way.

I would suggest that you've not lost anything and to move onto something more fruitful.

jasonwatkins

sheramber said:

jasonwatkins said:

TheBanker said:

As others have said, the Ombudsman service won't look into your complaint until you've raised it with Monzo and they've had the chance to issue a final response. Although the Ombudsman's call centre can take details and pass them onto Monzo, I wouldn't recommend this route. I used to receive this kind of complaint from the Ombudsman, and basically their letter would say 'Mr xxx is unhappy that he can't open an account', so the first thing I would have to do would be look through our records, and then I'd have to contact Mr xxx to find out what the actual complaint was. It just adds delay and the fact it has come via the Ombudsman does not result in it being treated any differently to any other complaint.

I don't think you have a valid complaint - Monzo can choose who they do business with and do not have to give a reason for declined applications. Their complaints team may choose to offer a solution such as opening an account, or providing more information, but they are not obliged to.

Once Monzo have dealt with the complaint, you can then go to the Ombudsman if you are still unhappy. My expectation would be that the ombudsman will reject the complaint. Even if the ombudsman found that you'd been treated unfairly, all they could do is award modest compensation. There are no circumstances where the Ombudsman can force a financial organisation to enter into a relationship with a specific customer. 

I'm not looking to force Monzo to allow me an account because I'm set with banking at the moment and I certainly already know that it wouldn't be possible to do that anyway.

I've asked for the complaint to be looked at by the complaints team but they're currently ignoring me so it might all go away anyway.

How are they ignoring you when you turned down their offer of referring it to the complaints team-- first post.

Rather randomly, I received an email about an hour ago confirming my complaint had been received and was being looked in to.

Deleted_User said:

They don't want you as a customer - nothing personal.

Any complaint reply will likely say just that and then go away in a polite way.

I would suggest that you've not lost anything and to move onto something more fruitful.

If they don't want me as a customer, they don't want me but they were quite happy to have me in January and I don't believe they've made any fundamental changes to their business practice since then.

I'm fully expecting the complaint resolution to state that they've done nothing wrong, no errors were made and that their decision to ban me still stands though. 

sheramber

others have reported that once you close a Monzo account you cannot open another.

TheBanker

jasonwatkins said:

TheBanker said:

As others have said, the Ombudsman service won't look into your complaint until you've raised it with Monzo and they've had the chance to issue a final response. Although the Ombudsman's call centre can take details and pass them onto Monzo, I wouldn't recommend this route. I used to receive this kind of complaint from the Ombudsman, and basically their letter would say 'Mr xxx is unhappy that he can't open an account', so the first thing I would have to do would be look through our records, and then I'd have to contact Mr xxx to find out what the actual complaint was. It just adds delay and the fact it has come via the Ombudsman does not result in it being treated any differently to any other complaint.

I don't think you have a valid complaint - Monzo can choose who they do business with and do not have to give a reason for declined applications. Their complaints team may choose to offer a solution such as opening an account, or providing more information, but they are not obliged to.

Once Monzo have dealt with the complaint, you can then go to the Ombudsman if you are still unhappy. My expectation would be that the ombudsman will reject the complaint. Even if the ombudsman found that you'd been treated unfairly, all they could do is award modest compensation. There are no circumstances where the Ombudsman can force a financial organisation to enter into a relationship with a specific customer. 

I'm not looking to force Monzo to allow me an account because I'm set with banking at the moment and I certainly already know that it wouldn't be possible to do that anyway.

I've asked for the complaint to be looked at by the complaints team but they're currently ignoring me so it might all go away anyway.

So what is the outcome you are seeking? Your thread title asks how to complain to the Financial Ombudsman Service, but what outcome would you like to your complaint? The FOS will ask you this question. 

jasonwatkins

sheramber said:

others have reported that once you close a Monzo account you cannot open another.

Thankyou.   I'd heard that you couldn't re-open another account for at least a year but if it turns out to be permanent then fair enough - at least I'll know.

TheBanker said:

jasonwatkins said:

TheBanker said:

As others have said, the Ombudsman service won't look into your complaint until you've raised it with Monzo and they've had the chance to issue a final response. Although the Ombudsman's call centre can take details and pass them onto Monzo, I wouldn't recommend this route. I used to receive this kind of complaint from the Ombudsman, and basically their letter would say 'Mr xxx is unhappy that he can't open an account', so the first thing I would have to do would be look through our records, and then I'd have to contact Mr xxx to find out what the actual complaint was. It just adds delay and the fact it has come via the Ombudsman does not result in it being treated any differently to any other complaint.

I don't think you have a valid complaint - Monzo can choose who they do business with and do not have to give a reason for declined applications. Their complaints team may choose to offer a solution such as opening an account, or providing more information, but they are not obliged to.

Once Monzo have dealt with the complaint, you can then go to the Ombudsman if you are still unhappy. My expectation would be that the ombudsman will reject the complaint. Even if the ombudsman found that you'd been treated unfairly, all they could do is award modest compensation. There are no circumstances where the Ombudsman can force a financial organisation to enter into a relationship with a specific customer. 

I'm not looking to force Monzo to allow me an account because I'm set with banking at the moment and I certainly already know that it wouldn't be possible to do that anyway.

I've asked for the complaint to be looked at by the complaints team but they're currently ignoring me so it might all go away anyway.

So what is the outcome you are seeking? Your thread title asks how to complain to the Financial Ombudsman Service, but what outcome would you like to your complaint? The FOS will ask you this question. 

I'd simply like an answer why my custom was deemed good enough in January and not recently when, at least on the face of it, nothing has changed.

If, as the other poster has mentioned, you're not allowed to open another Monzo account if you've had one and closed one then I can, and will, accept that.

What I'm not prepared to accept is an employee of this company telling me that they don't know one day to the next what may or may not happen.   They're a bank and they have Terms and Conditions of use.   While a privately owned family corner shop might get away with making up the rules on the spot, a fully licensed bank shouldn't be able to do that.

Daliah

jasonwatkins said:

What I'm not prepared to accept is an employee of this company telling me that they don't know one day to the next what may or may not happen. They're a bank and they have Terms and Conditions of use.

With all due respect, whether you accept it or not, they still won't know one day to the next what may or may not happen. As you are not an account holder, the T&Cs don't apply to you.

jasonwatkins said:

sheramber said:

others have reported that once you close a Monzo account you cannot open another.

Thankyou.   I'd heard that you couldn't re-open another account for at least a year but if it turns out to be permanent then fair enough - at least I'll know.

Their actual policy is documented here: https://monzo.com/help/account-and-profile/reopening-your-account