What this is
Ofcom, the UK’s communications regulator, sets rules about how mobile services are sold and marketed. These are in General Condition C8. We’re required to publish a summary of these obligations on our website.
What the rules cover
C8 is designed to protect you from mis-selling and to make sure you get clear, accurate information when you buy a mobile plan. The rules cover:
How we provide information about our plans and services
Making sure that information is accurate and not misleading
How we handle sales incentives, if we offer them
Standards we apply to anyone who sells our services on our behalf
Because Monzo Mobile is a prepaid, SIM-only service, some of the more detailed C8 requirements (such as point-of-sale record keeping, retailer due diligence, and sales incentive disclosures) do not apply to us. We’ve set out below what does apply and what we do.
How we sell Monzo Mobile
Monzo Mobile plans are sold exclusively through the Monzo app. We don’t use telesales, physical stores, or third-party retailers.
When you buy a plan, everything happens in the app:
You choose your plan and see the full price, what’s included, and any fair use limits before you pay.
You receive a Contract Summary and Contract Information on a durable medium (in-app and by email) so you can save and refer back to them.
You can only sign up if you have a Monzo personal account, are a UK resident, and are aged 18 or over.
We will never pressure you into buying a plan or mislead you about what’s included.
What we commit to
Accurate, clear information.
All information we provide about Monzo Mobile plans, pricing, allowances, and terms is accurate and not misleading. If something changes, we’ll usually let you know one month in advance (but there are some occasions where we’ll make the change immediately - see our Sales Terms and Service Terms for more information).
Durable medium.
Before you enter into a contract, we provide key information (Contract Summary, Contract Information) in a format you can save and keep. You can also request this information at any time.
No mis-selling.
We will not:
Provide false or misleading information about our plans
Pressure you into signing up or staying
Contact you in ways you haven’t agreed to
Make it difficult for you to cancel or switch provider
Eligible customers only.
We only market Monzo Mobile to customers who are eligible to use it. We won’t sell you a plan if you can’t receive the service.
Staff training.
Everyone involved in selling or marketing Monzo Mobile is trained on these obligations and understands what they need to do.
Sales incentives
We may offer promotional features or discounts from time to time. Where we do, we’ll make sure the terms are clear and fair. If a promotion has conditions, we’ll explain them upfront.
If we use third-party retailers in the future
We don’t currently use third-party retailers to sell Monzo Mobile. If that changes, we will make sure that any retailer selling on our behalf:
Provides accurate, non-misleading information
Offers information in a durable medium when you ask for it
Is aware of and complies with these obligations
Is monitored by us for compliance
Is subject to appropriate sanctions if they fail to comply
We would also carry out due diligence checks on any retailer before allowing them to sell our services, including credit reference checks and director checks.
Your rights
You can ask us for a copy of the full General Condition C8 at any time, free of charge in the Monzo App. You can also download a copy directly from OfCom here.
You can request information about your plan in a durable medium (a format you can save).
If you’re unhappy with how we’ve sold or marketed our services, you can make a complaint. Details of how to do this are in our Complaints Code of Practice.
You have a 14-day cooling-off period after signing up, during which you can cancel for a full refund.
Where to find more information
Ofcom’s General Conditions: available at ofcom.org.uk
Our Service Terms: available in the Monzo app and on our website
Our Complaints Code of Practice: available in the Monzo app and on our website
Contact us: through the Monzo app, or by email at mobile@monzo.com or by post at Monzo, Broadwalk House, 5 Appold St, London EC2A 2AG
Monzo Mobile plans are provided by MM Wireless Ltd. Monzo Bank Limited markets and sells these plans and provides customer support on MM Wireless Ltd’s behalf but the actual mobile service (the data, calls, and texts) is provided to you by them.
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