Monzo Slammed for ‘Shaming’ Customers in Year-End Reviews: Fast Food Expenditures Highlighted!

At what point does playful teasing cross the line into being inappropriate and degrading?

Monzo, a digital bank, has come under fire for allegedly crossing this line by using its data to inform a customer, who has a history of an eating disorder, that she frequently consumes fast food, spends “more than average” on Just Eat takeaways, and has neglected her life goals due to her spending habits.

Fiona Taylor* decided to elevate her grievance to the UK’s financial ombudsman after feeling demeaned by the language used in the bank’s end-of-year financial summary sent to her.

Much like Spotify Wrapped, which gives users a rundown of their most-played songs and artists over the year, Monzo provides its customers with a personalized annual spending review.

According to the bank, the purpose of this review is to deliver an “engaging and sometimes playful recap of a customer’s financial year,” though it has sparked mixed reactions.

On platforms like Reddit, several users have criticized the Year in Monzo feature for being judgmental and making condescending and sarcastic remarks, while others have found it amusing.

Some users have posted screenshots showing comments about their frequent spending at Greggs or jests about having an “unused oven.”

Taylor, a 42-year-old from Kent, stated that Monzo used her financial data to “create humiliating behavioral commentary” that ventured into “personal and moral judgments.” She argued that such actions were inappropriate for a bank and constituted a misuse of personal data.

Her personalized spending summary labeled her 2025 as “a year of glory and folly,” with numerous references to her dietary habits, including statements such as, “You foraged and feasted. But mainly, you fast fooded.”

It further noted that she was “in the top 15%” for Just Eat usage, describing her preference for “beige and boxed up” banquets—a likely nod to a diet heavy on processed foods.

The review revisited this point later, commenting, “You spent more than most on Just Eat. Did somebody say just stop?”—a play on the food delivery service’s advertising slogan but interpreted by Taylor as a suggestion that she needed to limit her spending.

Taylor, who suffers from chronic fatigue which complicates her ability to cook and shop, often relies on delivery services for her meals. Having previously battled an eating disorder, she found the flippant commentary on her food spending to be distressing and insensitive.

She emphasized that such information was not something Monzo would have been aware of, rendering the comments about her spending inappropriate. “A bank cannot be aware of the medical, personal, or trauma-related context behind someone’s spending,” she stated.

Additionally, her review included remarks about her leisure spending, mentioning, “You banished boredom. And your life goals, thanks to your entertainment choices.” This comment was particularly hurtful to Taylor, who had recently faced a significant career challenge, exacerbating her feelings of failure and loss.

On Reddit, while some Monzo customers took pride in being recognized as top spenders at local venues, others shared feelings of frustration, with one remarking that they didn’t need reminders from their bank about how they were “throwing their life goals away,” describing the summary as feeling like “a kick when we’re down.”

After raising her concerns with Monzo, the bank responded by acknowledging that the “automated and standardized language used was inappropriate,” offering her £20 as a goodwill gesture. However, Taylor took her case to the Financial Ombudsman Service, which initially sided with Monzo. She has since appealed this decision, and her case is pending a review by a senior ombudsman for a final verdict.

Monzo contends that the Year in Monzo feature is generated automatically based on spending patterns and is not crafted by humans.

A spokesperson from Monzo commented, “We never intended to cause distress, and we sincerely apologize for any upset caused. While the Year in Monzo is designed to provide a fun overview of spending, appreciated by millions, it is entirely optional, and customers can choose not to receive it if they prefer.”

* Name has been changed