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Making a complaint about your account

1. Submit your complaint

You can:

  • chat with us in the app

  • call us on 0800 802 1281 (or +44 203 872 0620 from abroad)

  • write to Complaints Team Monzo, Broadwalk House, 5 Appold Street, London EC2A 2AG

2. We’ll acknowledge your complaint within 4 business days

We’ll email you to summarise our understanding of your complaint. We might also ask for more information if we need it.

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 days and 8 weeks, depending on what your complaint’s about.

5. If you’re not happy

If you're not happy with our final response, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS) for free. You have to do this within 6 months of the date of our final response.

You can get in touch with the FOS by:

  • writing to Financial Ombudsman Service, Exchange Tower, London E14 9SR

  • calling 0800 023 4567 or 0300 123 9123

If you’d like, you can also [read the FOS consumer leaflet online] (

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