Accessibility statement
At Monzo we listen to customer feedback and accessibility experts to improve what we do.
This helps us with our mission to make money work for everyone. This means making banking with us effortless by bringing down accessibility barriers.
This is our accessibility statement for May 2024- May 2025.
Our commitment to accessibility
At Monzo our mission is to make money work for everyone. This can’t be done without making sure Monzo works for disabled people. That’s why we’ve built new ways to support people who need some extra help to understand and control their finances.
As a digital only bank, we have to work hard to make sure our product is easily accessible for all. Meeting the needs of all of our customers is a core part of our mission.
Adapting your experience of our app to your needs
The most accessible experience in our app is available by customising your phone to suit your individual needs.
By using the features on your phone you can:
Get the app content spoken
Change the colour scheme of the app
Increase the size of the text in the app
If that sounds like it would be useful to you, we recommend you read or watch the videos at My Computer My Way. These will help you use the accessibility features already on your smartphone.
What we do
- We use our writing principles to make all our communications to you inclusive and easy to follow, and we test them every year to make sure they are.
- We have tools built into the app to help you share your support needs, and control your finances:
- We have a Monzo community forum which helps everyone at Monzo understand and experience some of the challenges people with a range of different experiences and accessibility needs may face online.
What we're working on
You can make text larger through your accessibility settings and see the in-app chat in a horizontal view. We want to make this even easier for you.
It can be hard to skip parts of the information read out by screen readers because of the way we've labelled the text. We want you to be able to easily skip sections where you want to by adapting our labels.
Contact Monzo using SignLive
We’ve partnered with SignLive, an online interpreting service for British Sign Language (BSL). If you're a BSL user you can chat with our customer support team through a fully-accredited interpreter, in real time, using video relay services. This service is available 7 am to 8 pm Monday to Sunday.
To chat to someone at Monzo using BSL
- Download the SignLive app and create a profile
Search for Monzo in the directory
Click to call us; you'll be connected to an interpreter who'll relay the conversation in real time.
Please let us know if you have difficulties using our app
We welcome your feedback on the accessibility of our app. If you have feedback about accessibility barriers you can email us at accessibility@monzo.com
It would help us if you could provide the information advised in Contacting Organisations about Inaccessible Websites in your email.
This accessibility statement was last updated in May 2024 with support from Hassell Inclusion.