Monzo under fire over misuse of personal data
09/03/2026 | The Guardian
The digital bank Monzo has faced criticism for using customer data to generate "Year in Monzo" spending reviews that some users have labelled shaming and humiliating. The service, designed to provide a lighthearted annual summary similar to Spotify Wrapped, has divided opinion by using automated commentary to tease customers about their financial habits. While some customers find the recaps entertaining, others have accused the bank of overstepping boundaries by offering snarky or judgmental remarks on their lifestyle choices.
One customer, Fiona Taylor (not her real name), escalated a complaint to the Financial Ombudsman Service (FOS) after receiving a review that mocked her frequent use of food delivery apps. The automated summary informed her that she "fast fooded" more than most, referenced a "beige" diet, and suggested she should "just stop" her spending. Taylor, who lives with chronic fatigue and has a history of eating disorders, argued that such commentary is inappropriate as a bank cannot know the medical or personal context behind spending decisions. She also noted that a comment suggesting her entertainment choices had "banished" her life goals compounded her distress following a recent career setback.
Monzo maintains that the content is automatically generated based on spending patterns and is not personalised by humans. Although the bank apologised and offered a £20 gesture of goodwill, it found no evidence of misconduct. An initial FOS investigation supported the bank's position, but the case is now under final review by a senior ombudsman. Monzo continues to defend the optional feature, noting it is positively received by millions of users.
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