Making a complaint about Monzo Mobile
If something's gone wrong with your Monzo Mobile service and you want us to put it right, you can complain anytime. It's always free.
How to reach us
In-app chat: the fastest way. Go to the Help tab in the Monzo app and search for Monzo Mobile to start a chat.
Email: mobile-complaints@monzo.com
Phone: use the app to schedule a call and we'll ring you on your preferred number.
Post: Monzo Mobile Complaints, Broadwalk House, 5 Appold St, London, EC2A 2AG.
What to expect
We'll acknowledge your complaint within 3 working days and give you a reference number, so keep that handy. We aim to resolve most complaints within 15 working days of acknowledging them. If it's going to take longer, we'll tell you why and give you a new timeline.
If you're not happy with how things are going, you can ask us to escalate your complaint, first to a manager and then to senior management. If we've done everything we can and still can't agree, we'll send you a deadlock letter setting out our final position and your options.
Independent dispute resolution
You can refer your complaint for free to CISAS (the Communications and Internet Services Adjudication Scheme), an independent service approved by Ofcom, if either:
we haven't resolved your complaint within six weeks, or
we've sent you a deadlock letter.
You can reach CISAS by phone on 020 7520 3814, by email at cisas@cedr.com, or by post at CISAS, 100 St Paul's Churchyard, London EC4M 8BU.
For the full detail on how we handle complaints, read our Code of Practice on Complaint Handling and Dispute Resolution.