Making a complaint about your account

Making a complaint about your Business account

1. Send your complaint

You can either: Chat to us in the app if you’re a customer Give us a call on 0800 802 1281 (or +44 203 872 0620 from abroad) Email us at complaints@monzo.com Put your complaint in writing and send it to: Complaints Team, Monzo, Broadwalk House, 5 Appold Street, London EC2A 2AG

If you’d like to make a complaint about your current or joint account, tap here to find out how

2. We’ll get back to you within 4 working days

We’ll let you know we’ve got your complaint and we might ask you for a bit more info.

We’ll try and solve your complaint straight away if we can, but we can take 15 days (or 8 weeks in some cases).

3. We’ll look into your complaint

To help us do this, we might ask you for evidence like screenshots, letters or emails.

4. We’ll let you know the result

That might include an offer like a refund. But you can’t use your refund to pay off any of your debt - that’s your choice.

5. What if I don’t agree with the result?

If you’re a Sole Trader or part of a micro-enterprise or small business owner you can speak to the Financial Ombudsman Service, free of charge.

Just remember to do it within 6 months after we give you the result.

How to get in touch with Ombudsman

You can either: Head over to their website Give them a call on 0800 023 4567 or 0300 123 9123 Put your complaint in writing and post it to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

They also have an online version of their consumer leaflet that might be worth having a read through.

Other ways to give feedback

Share your thoughts in our Community Forum or chat to us in the app and we’ll do what we can to help.