Making a complaint about your Monzo Current or Joint account
1. You’ll need to submit a complaint through any of these channels
App: If you're a Monzo customer, you can chat to us in the app.
Phone: We're happy to talk on the phone and can raise a complaint for you there. Call us on 0800 802 1281 (or +44 203 872 0620 from abroad).
Email: Email us at complaints@monzo.com.
Post: If you’d prefer, you can put your complaint in writing and send it to:
Complaints Team
Monzo, Broadwalk House,
5 Appold Street, London EC2A 2AG
Note: If you want to make a complaint about your business account, tap here for instructions.
2. We’ll get in touch with you within 4 business days
This is to acknowledge the receipt of your complaint and ask you for more information where needed. Where possible, we'll also attempt to resolve your complaint within this timeframe. Please note that we're typically allowed up to 15 days (or in some cases up to 8 weeks) to investigate your complaint and produce what's called a 'final response' that states the outcome of your complaint.
3. We’ll investigate your complaint
For issues with financial implications, we may ask you for supporting evidence such as screenshots of communications or emails.
4. We’ll inform you of the outcome of your complaint
Following our investigation, we’ll take appropriate steps to address your complaint. This may take the form of financial or non-financial remuneration.
Note: Where we offer financial remuneration, we will not use this to offset any outstanding debt you have and it will be your choice to do so.
5. What if I don’t agree with the outcome?
If you're not happy with our final response, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you have to do this within 6 months of the date of our final response.
How to get in touch with the Financial Ombudsman
Post: The Ombudsman’s address is:
Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Phone: You can call the Ombudsman on 0800 023 4567 or 0300 123 9123.
Website: Visit the Ombudsman's website for more information: financial-ombudsman.org.uk
Note: you can also find an online version of their their consumer leaflet.
Other ways to give feedback
You can share your thoughts in our Community Forum or by chatting to us in the app. We'll pass any information on to the relevant team 🙂
