Terms of Business

These Terms of Business set out how Monzo Bank Europe DAC, Sucursal en España (hereinafter, "Monzo") will provide services to you in Spain in its website and app.

We're giving you this information so you can clearly understand who we are, how to contact us, how we provide our services, and what rules apply when you use our website, app and electronic contracting journeys in Spain.

If you have any questions about these Terms of Business, please contact us.

Monzo is Monzo Bank Europe Designated Activity Company, Sucursal en España, with registered address at Paseo de la Castellana no. 43, 5th floor, 28046 Madrid, Spain, and NIF W0371919B.

The supervising authority of Monzo in Spain is the Bank of Spain. where Monzo is registered with number 1590 in its Registry of Entities.

Monzo is a member of the Monzo Group, which is made up of its holding company, Monzo Bank Holding Group Limited (the "Parent"), and the Parent's subsidiary companies. Our registered office is Unit 1, Floor 4, One Central Plaza, Dame Street, Dublin 2, Ireland and our company registration number is 770591.

We're authorised as a credit institution under the Central Bank Act 1971 (as amended) and we are regulated by the Central Bank of Ireland (the "Central Bank"). Our primary business is banking and providing financial services. We provide current & business accounts, credit products, debit cards and savings products. These activities are regulated by the Central Bank. We're subject to the Central Bank's Consumer Protection Code and Code of Conduct on Switching of Payment Accounts with Payment Service Providers, which offer protection to consumers. You can find the Codes on the Central Bank's website www.centralbank.ie

For the purposes of services provided in Spain by electronic means, this page is intended to comply with the information duties applicable under Law 34/2002, of 11 July, on Information Society Services and Electronic Commerce (LSSI). Under article 10 LSSI, service providers must make identifying and contact information permanently, easily, directly and freely accessible by electronic means.

If you are an existing customer please contact us:

Where Monzo makes additional customer support channels available for Spain, we'll show them in the app, on our website or in the relevant product terms.

Monzo aims to be fair in all its dealings with customers and avoid conflicts of interest related to the products and services we provide to our customers. If a conflict of interest can't be avoided, we'll tell you about it in writing and won't provide you with the product or service if you tell us you don't want to proceed.

To provide banking services we have to process personal data. We'll use your data to make and receive payments on your account and share your data with third parties, like fraud prevention agencies, to make Monzo safer (see 'The information we hold about you and how we use it' section in our Data Privacy Notice for more information). We'll also use your data to provide you with a personalised experience, including through the Monzo app. We may use your preferences, financial goals and other information about how you use our products and services to make the app more relevant and useful for you and show you content that we think will be of interest to you. We'll handle your data in line with our Data Privacy Notice.

We really hope you are happy with the services Monzo provides, but if you're not, you can always tell us or make a complaint.

You can contact us:

We've a written complaints procedure which sets out how we handle complaints from customers about our products or services. We'll acknowledge your complaint in writing within 5 business days after the date we receive your complaint and to let you know when you can expect to hear back about our investigation. We may ask for more information if we need it.

We'll investigate complaints fairly, thoroughly and in a timely manner and will keep you updated on the progress of our investigation.

If we can't reach a conclusion within 40 business days of having received the complaint, we'll clearly explain the reason, and let you know when we expect to provide a full response.

Within 5 business days of finishing our investigation, 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.

If 40 business days have passed since we received your complaint or you're not happy with our final response, you're entitled to refer your complaint to the Financial Services and Pensions Ombudsman (the "FSPO").

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.

To help us investigate your complaint quickly, please include your full name, contact details, and a clear description of the issue. If you're making the complaint on someone else's behalf, please give us the appropriate authorisation.

You can learn more at the SAC webpage

We're a member of the Irish Deposit Guarantee Scheme (the "DGS"), which is administered by the Central Bank of Ireland and is funded by the credit institutions covered by the scheme. In the event that we're unable to repay deposits, the DGS protects eligible deposits up to 100.000€ for each qualifying customer and entity.

For more information on the DGS, please visit:

These Terms of Business, the information made available by electronic means in Spain, and any electronic contracting steps carried out through Monzo's website or app for Spain are subject to Spanish law, including Law 34/2002, of 11 July, on Information Society Services and Electronic Commerce (LSSI), without prejudice to any other mandatory banking, consumer, data protection or payment-services rules that may apply.

Article 26 LSSI provides that the law applicable to electronic contracts is determined under the Spanish rules of private international law, and articles 27 and 28 LSSI set out the pre-contract and post-contract information duties for electronic contracting.