Terms of Business

This Terms of Business document is effective from 15 January 2026.

These Terms of Business set out how Monzo Bank Europe Designated Activity Company, trading under the name Monzo, will provide services to you. We are giving you a copy of these terms of business under the Consumer Protection Code 2012 issued by the Central Bank of Ireland. If you have any questions about these terms, please contact us.

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

You can contact us through the Monzo app.

Email us at help@monzo.com.

Phone us on our toll-free local number 1800849291 from anywhere in Ireland. To call us from outside Ireland, the number is +35312337650.

Alternatively send a letter to: Monzo, Unit 1, Floor 4, One Central Plaza, Dame Street, Dublin 2, Ireland.

We explain our fees for using the main services on your current account in our fees document. You may have to pay other costs, taxes or charges related to your Monzo account, which are outside of our control and not charged by us. For example, other banks may charge you for sending money to your Monzo account.

If you fail to repay credit that we provided to you, you’ll be in default of your obligations and we may end the credit agreement and take steps to recover the money you owe us. These steps may include, but are not limited to, legal proceedings.

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.

Please:

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 have a complaint, please contact us and we'll do our best to fix the problem. If you're still not happy, you may be able to refer your complaint to the Financial Services and Pensions Ombudsman, either by writing to them at Lincoln House, Lincoln Place, Dublin 2, D02 VH29, calling on +353 1 567 7000, or emailing at info@fspo.ie.

Deposit Guarantee SchemeWe’re a member of the Deposit Guarantee Scheme (the “DGS”), which is administered by the Central Bank 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 in up to €100,000 for each qualifying customer.

For more information on the DGS, please visit: