How to make a complaint
If you’re unhappy with our service because you think we’ve made a mistake or we haven’t met your expectations in some way, we want to know. We take all complaints seriously and aim to resolve them fairly, quickly and transparently.
Before making a complaint, depending on the issue, you may want to contact our Customer Support team to see if they can fix it for you. That’s usually the best way to get help with general issues like account access, card payments or bank transfers.
But, if you do want to make a complaint, you can make one in these ways.
By sending us a message in the Monzo app [link]
By emailing us at es.reclamaciones@monzo.com
Call us on (+34) 900 759 821 (or +34 911679247 from abroad)
By writing to:
Monzo Bank Europe Designated Activity Company, Sucursal en España
Servicio de Atención al Cliente
Paseo de la Castellana, 43
28046 Madrid
España
To help us investigate your complaint quickly, please include your full name, contact details, a clear description of the issue (and any copies of any documents/screenshots you have to support your claim) and confirmation that you are not aware of the subject matter of the claim being processed through other legal or administrative channels. If you’re making the complaint on someone else’s behalf, please give us the appropriate authorisation. If you are making the complaint on behalf of a legal entity, please include the power of attorney for the person representing them.
What happens next?
Our Complaints team will handle your complaints, which works independently from our other teams, in line with Spanish regulatory requirements.
Once we get your complaint, we’ll let you know that we’ve got it and give you an estimated response time. We will always investigate your issue impartially.
How we’ll follow Spanish regulatory requirements.
We’ll give you a final response within 1 month of receiving your complaint, in line with Order ECO/734/2004 and Law 10/2025 regulating customer service departments.
For complaints about payment services, we’ll normally give you a final response within 15 business days, in line with Real Decreto-ley 19/2018.
In exceptional circumstances beyond our control, we may have to extend the response time for complaints about payment services to up to 35 business days, and we’ll tell you why there’s a delay.
Our Claims team will address and resolve your complaint in accordance with our Regulations.
If you have an urgent problem you need Monzo to resolve, please reach out via the app, or email help@monzo.com.
If you’re not happy with our response
If you’re not happy with our final response or we don’t respond to your complaint within the legal time limit you can escalate your complaint to these relevant authorities.
For banking and payment services issues, you can contact:
Banco de España Departamento de Conducta de Entidades C/ Alcalá 48 28014 Madrid Spain Website: https://www.bde.es Customer complaints portal: https://clientebancario.bde.es
The Banco de España will assess your complaint in line with the relevant transparency and customer protection rules.
Resolving Disputes Online
In line with Regulation (EU) 524/2013, if your complaint is about an online contract, you can make a complaint using the European Commission’s Online Dispute Resolution platform:
The regulations we follow
Our complaints process follows the rules set out by Spanish and European transparency and customer protection regulations, including these.
Basic regulation on transparency and consumer protection:
Royal Legislative Decree 1/2007, of 16 November, approving the consolidated text of the General Consumer and User Protection Act and other complementary laws.
Order EHA/2899/2011, of 28 October, on transparency and the protection of banking services customers.
Bank of Spain Circular 5/2012 of 27 June, addressed to credit institutions and payment service providers, on transparency of banking services and responsibility in the granting of loans.
Law 22/2007, of 11 July, on the distance marketing of consumer financial services.
Law 4/2022, of 25 February, on the protection of consumers and users against situations of social and economic vulnerability.
Regulation on payment services:
Royal Decree-Law 19/2018 of 23 November, on payment services and other urgent financial measures.
Order ECE/1263/2019, of 26 December, on transparency of conditions and information requirements applicable to payment services, which modifies Order ECO/734/2004, of 11 March, on customer support departments and services and the customer ombudsman in financial institutions, and Order EHA/2899/2011 of 28 October on transparency and customer protection in banking services.
Royal Decree-Law 19/2017, of 24 November, on basic payment accounts, payment account switching and comparability of fees.
Order ECE/228/2019, of 28 February, on basic payment accounts, payment account switching procedures and requirements of comparison websites.
Royal Decree 164/2019, of 22 March, establishing a free regime of basic payment accounts for the benefit of people in situations of vulnerability or at risk of financial exclusion.
Circular 2/2019, of 29 March, from the Bank of Spain, on the requirements of the Information Document on Fees and Commissions Statement, and payment account comparison websites, which modifies Circular 5/2012, of 27 June, to credit institutions and payment services providers, on the transparency of banking services and responsible lending.
Royal Decree 736/2019, of 20 December, on the legal regime of payment services and payment institutions, which modifies Royal Decree 778/2012, of 4 May, on the legal regime of electronic money institutions, and Royal Decree 84/2015, of 13 February, implementing Law 10/2014 of 26 June on the organisation, supervision and solvency of credit institutions.
Regulation (EU) 260/2012 of the European Parliament and of the Council, of 14 March, establishing technical and business requirements for credit transfers and direct debits in euro and amending Regulation (EC) 924/2009.
Order ECC/2316/2015, of 4 November, on the duties of information and classification of financial products.
Regulation on complaints and Customer Support Services:
Law 7/2017, of 2 November, incorporating Directive 2013/11/EU of the European Parliament and of the Council, of 21 May 2013, on alternative dispute resolution for consumer disputes, into the Spanish legal system.
Law 44/2002, of 22 November, on reform measures in the financial system.
Law 2/2011, of 4 March, on sustainable economy.
Order ECC/2502/2012, of 16 November, which regulates the procedure for submitting complaints to the Complaints Service of the Bank of Spain, the National Securities Market Commission (CNMV), and the Directorate General of Insurance and Pension Funds.
Order ECO/734/2004, of 11 March, on customer support departments and services and the customer ombudsman in financial institutions.
These rules make sure that we handle your complaint fairly, independently and within the legal time limits.
Past versions
