Monzo now wants deed polls to be handwritten or stamped by a solicitor

Feedback & Ideas
27

Thanks @coffeemadman this explains a lot. I have got a final response to my complaint and I’m mostly satisfied:

My investigation found evidence to support your complaint and we
want to compensate you £25 as an apology.
I’ve investigated your complaint and found we didn’t give you an acceptable level
of service.

I do hope they use this as an opportunity to improve their training and processes, which used to be excellent! My goal of making this so public isn’t for me but rather to help others who may be in a similar position.

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28

Seems a bit of a low ball offer though, probably assuming most just accept the first offer made?

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29

Seems low to me as well. I have had more than double that from other banks for much more minor issues.

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30

My goal isn’t money and there’s not really anything to compensate me for, per se. I went down this road to make them fix policies so people are treated with respect.

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31

Not a bad resolution time for a formal complaint

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32

I get that, but it just feels like a low amount that any 1st line call handler could give someone in an effort to close off the complaint and make the stats look good with barely any approval needed from a team leader. Considering the amount of times you contacted them and the mistakes they made, it’s not much at all and Monzo probably won’t have done a thing to improve.

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33

I am planning to ensure there’s feedback through other channels as well. I have yet to contact Mastercard for example - I’ve been on holiday and busy.

Also the reason I raised this publicly is so that it has visibility.

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34

£25 seems fair, usually per incident, and while there was some to and fro, there’s no severe impact or financial loss, just minor inconvenience.

If there has been charges incurred because of this, such as paying someone to verify something, then this should be put to monzo for consideration of reimbursement under consequential loss.

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35

So did they actually offer a solution (to change name with your deed poll as is) or was it just a money to make go away resolution?

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37

Yes, they did.

Assuming they accepted the deed poll based on how that’s written, and then gave £25 goodwill, all seems fair to me.

Lloyds are very generous, and sometimes it is right to be generous, but here no financial impact to consider, therefore doesn’t really warrant more than necessary to apologise.

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38

They did use the deed poll yes.

39

I agree. £25 is not needed. Nice but not needed. I do wish more that they’d committed to fixing their staff training - which they didn’t do.

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40

£25 is the baseline acknowledgment of holding their hands up for doing wrong.

But yes; totally agree that processes should be reviewed and improved off the back of complaints; especially something like this.

41

I’m surprised and disappointed to read this - they used to be very accommodating with name changes. I’d like to hear their reasoning on this.

42

I’d start with the UK Press Office.

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43

Also really disappointed to see this - especially the agents and complaint response. If the agents have been told the incorrect policy there isn’t much they as individuals can do differently in that moment, but they can treat you respectfully by addressing you properly.

Props to you for putting in this effort to try and get them to change policies and taking it to the appropriate other bodies though!! You shouldn’t have to but hopefully it will help others in the future.

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44

This was how easy it was to request a name change with a normal free deed poll back in 2019, I wonder when things changed?

IMG_2448
IMG_24481032×2920 222 KB

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45

Makes me wonder if the initial person read the guidance wrong, then any following only read the previous chat, and worked from that instead of checking the guidance which spurred out of control.

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