The Financial Conduct Authority requires us to publish the following information about our personal current accounts.
|24 Hour Help?||Telephone||Internet Banking||Mobile Banking|
|Contact details||+44 (0)2038720620||https://monzo.com/||In-app Monzo Bank|
|Checking the balance and accessing a transaction history||Yes||Yes||Yes||Yes|
|Sending money within the UK, including setting up a standing order||Yes||Yes||Not possible||Yes|
|Sending money outside the UK||Yes||Yes||Not possible||Yes|
|Paying in a cheque||Yes||Yes||Not possible||Yes|
|Cancelling a cheque||Yes||Yes||Not possible||Yes|
|Cash withdrawal in a foreign currency outside the UK||Yes||Yes||Not possible||Yes|
|A lack of funds: including unarranged overdraft, payments we allow despite lack of funds and payments we refuse due to lack of funds||Yes||Yes||Not possible||Yes|
|A direct debit, or allowing someone to collect one or more payments from your account using your debit card number||Yes||Yes||Not possible||Yes|
|Third party access to an account, for example, under power of attorney||Yes||Yes||Yes||Yes|
|Problems using internet banking or mobile banking||Yes||Yes||Yes||Yes|
|Reporting a suspected fraudulent incident or transaction||Yes||Yes||Not possible||Yes|
|Progress following an account suspension or card cancellation e.g. following a fraud incident||Yes||Yes||Not possible||Yes|
|Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available||Yes||Yes||Not possible||Yes|
Note: this is a list of common queries. It does not represent the full list of queries you can raise in relation to your account.
|Telephone banking||Internet banking||Mobile banking|
|Checking the balance||Not Possible||24 hours||24 hours|
|Accessing a transaction history||Not Possible||24 hours||24 hours|
|Sending money within the UK||Not Possible||Not Possible||24 hours|
|Setting up a standing order||Not Possible||Not Possible||24 hours|
|Sending money outside the UK||Not Possible||Not Possible||24 hours|
|Paying in a cheque||Not Possible||Not Possible||Not Possible|
|Cancelling a cheque||Not Possible||Not Possible||Not Possible|
Note: this is a list of common actions. It does not represent the full list of actions you can take in relation to your account.
We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.
|In the 3 months between 1 July 2019 and 30 Sep 2019||In the 12 months between 1 Oct 2018 and 30 Sep 2019|
|Total number of incidents reported||2||3|
|Incidents affecting telephone banking||Not Applicable||Not Applicable|
|Incidents affecting mobile banking||1||1|
|Incidents affecting internet banking||0||0|
Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data.
The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at http://www.ombudsman-complaints-data.org.uk/
We give customers an account number and enable them to start paying into the account:
These figures are based on the time from when we first receive an application to open the account.
Once an account is open, we give customers a debit card:
Once an account is open, we give customers internet banking:
Not applicable - Customer can apply for an overdraft once an account is opened.
We replace debit cards:
To open a Monzo current account, a new customer will need to provide us with a picture of a valid identity document (e.g. Passport, Driving Licence) and a selfie video recorded through the Monzo App. We may request additional information or documents in individual cases.
|You can open an account:|
|Without visiting a branch||Yes|
|Where a visit to a branch is required, without appointment||Not Applicable|
|By sending us documents and information electronically||Yes|