How to support a Monzo customer when they go to prison
When someone you care about goes to prison, we know it’s an incredibly tough time with a lot to sort out. We’re here to help make things smoother for both of you where banking is concerned.
🗣️ How to let us know someone has gone to prison
The first step is to get in touch with our specialist Life Events team. You can reach them at lifeevents@monzo.com.
To help us move things along quickly, please include:
The customer’s details: Their full name and date of birth.
Their prisoner number: If you have it available.
The prison details: The name and address of where they are currently located.
Once you’ve sent this, our team will get back to you to talk through the next steps and how we can help you manage the account.
👥 Gaining access to their account
If you want to help them with their banking, you’ll need to set up Trusted Access. This is a formal way of letting someone else help manage a Monzo customer’s account.
We have a few options to choose from, such as a Power of Attorney. You can find a full list of the different types of access on our [dedicated Trusted Access page].
To get this set up, we’ll also need permission from the customer. Our Life Events team is here to answer any questions and guide you through the whole process.
❤️ Further support
Having someone you care about go to prison can be incredibly hard on your wellbeing. You don’t have to go through it alone.
Visit our Signposting page to find a range of charities and organisations that offer extra advice, practical help, and emotional support.
