Making a complaint about your account

1. Submit your complaint

You can:

Monzo Bank Europe Designated Activity Company, Sucursal en España, Paseo de la Castellana 43, 28046, Madrid

2. We’ll acknowledge your complaint within 5 business days after the date we receive your complaint

We’ll email to say we've received your complaint and to let you know when you can expect to hear back about our investigation. We might also ask for more information if we need it. We'll also provide a point of contact for the complaint in case you need to get in touch.

3. We’ll look into what’s happened

We’ll check to make sure our teams did everything they should’ve done. We might ask you for supporting evidence like screenshots of communications or emails.

4. We’ll tell you what we’ve found

We’ll send you what’s called a ‘final response’ that explains the outcome of our investigation and whether we’ve found evidence to support your complaint.

We’ll do this as soon as possible, although generally it’ll take us between 15 and 30 business days, depending on what your complaint’s about.

5. If you’re not happy

If you are not satisfied with our final response, you have the right to refer your complaint to the Bank of Spain's Department of Conduct of Financial Institutions. This is an independent service that you can use free of charge.

You can contact the Bank of Spain at:

Bank of Spain

Department of Conduct of Financial Institutions

C/ Alcalá 48

28014 Madrid

Website: www.bde.es

Banking Customer Portal: https://clientebancario.bde.es

If you need general customer support from Monzo you can email help@monzo.com