Customer Privacy Notice

Information you give us through the Monzo app

When you sign up for a Monzo account

• personal details like your name, date and place of birth;

• contact details like your home address (and previous addresses), email and phone number;

• information about your identity, such as a copy of your ID document, a short video of yourself;

• information about your right to live in the UK and your tax residency; and

• financial details, such as your employment status and the industry you work in, annual income, number of dependents, residential status and monthly housing costs.

When you sign up for, or use, our services

• details you give us when you sign up for a specific service, like your National Insurance number if you open an Individual Savings Account (ISA);

• if you apply for credit, we'll ask for details about your financial circumstances and reasons for borrowing;

• details you give us which we pass to our partners when you let us know you're interested in their services (like energy switching);

• information you give us through in-app chat, emails and in-app forms; and

• answers you give to surveys about Monzo and our services.

Information we collect or generate if you get in touch

• the phone number you're calling from and information you give us during the call (we record all calls);

• the email address you use and the contents of your email (and any attachments); and

• public details from your social media profile (like Facebook, Instagram or Twitter) if you reach out to us via these platforms, and the contents of your messages or posts to us.

Information we collect or generate when you use the app and our services

• details about payments to and from your Monzo account, your savings activity (using Pots) and any overdrafts, loans or Monzo Flex offers you use;

• details about who you split a bill with (for example, the contact's name, email, phone number, and transaction details);

• details about services from us and our partners that you show interest in;

• details about how you use our app; and

• all the countries you're a tax resident in and your Tax Identification Number for each one.

Information we collect from your phone

• mobile network and operating system, so we can analyse how our app works and fix any problems;

• IP address and device ID (we'll link your mobile number with your device);

• mobile advertising ID, so we can share it with companies that help us with advertising online (you can reset this ID or limit tracking in your phone 'Settings');

• location if you've authorised tracking, so we can help protect you against fraud; and

• phone contacts who use Monzo, if you have profile privacy settings turned on and they do too (we don't store your full contact list).

Information we get from external sources

• credit reference agencies to verify your identity, check if we can offer you an overdraft and manage business risk (this is a 'soft search' and won't impact your credit score);

• if you take out a loan, use Monzo Flex, or turn on your overdraft for the first time, we do a full search (which may impact your credit score). We also use this info to check you can continue to afford your loan; and

• fraud prevention agencies, KYC (Know Your Customer) and AML (Anti Money Laundering) service providers to fulfil our legal duties.

• official public records, like the Electoral Register or Companies' House; and

• information published by the press or on social media.

Our reasons for using your information 🔍

• contractual or legal duty

• legitimate interest

• public interest

• vital individual interest

• consent

We need to use your data for a contract we have with you, or to enter into a contract with you

• consider your application;

• give you the services we agreed to in line with our terms and conditions;

• send you messages about your account and other services you use if you get in touch, or we need to tell you about something;

• exercise our rights under contracts we've entered into with you, like managing, collecting and recovering money you owe us; and

• investigate and fix complaints and other problems.

We need to use your data to comply with the law

• confirm your identity when you sign up or get in touch;

• check your record at immigration and fraud prevention agencies;

• prevent illegal activities like money laundering, tax evasion and fraud;

• check your credit history and ask about your reasons for applying for an arranged overdraft, loan or Monzo Flex, and other details about your financial circumstances so that we can make responsible lending decisions;

• keep records of information we hold about you in line with legal requirements;

• adhere to banking laws and regulations (these mean we sometimes need to share customer details with regulators, tax authorities, law enforcement or other third parties);

• compare information we hold about your account with your tax residency information to make sure we don't have a reason to doubt it.

When it's in our 'legitimate interest'

Product development and marketing

• check your record at credit reference agencies when you sign up to see if we can offer you an overdraft, a loan, or Monzo Flex (this is a soft check);

• tell you about products and services through the app or other channels, like social media companies, based on how you use our products and services and other information we hold about you;

• may also exclude ads on this basis. We do this so we can make sure our marketing is useful. That includes instructing platforms to show or not show Monzo adverts to existing customers;

• share limited identifying information about you with social media companies, other communication platforms, and analytics and search engine providers, including your mobile advertising ID and hashed versions of the email address and phone number you give us;

• may use the personal information you share with us to test third party services;

• track, analyse and improve the services we give you and other customers and how you respond to ads we show;

• may ask for feedback if you've shown interest in a service. We do this so that we can make our products better and understand how to market them;

• use the personal information you share with us and data you create from using the app to suggest Monzo features or products you'd find useful. If you don't want us to do this, you can opt-out in the app; and

• share insights with the public about spending, saving or borrowing trends based on data that doesn't personally identify you.

Special features

• show where you were when you bought something with Google maps (in the Monzo app) and send you travel reports when you're abroad (we do this using transaction data, not by tracking your phone);

• give you reports on how you've spent and/or saved money using Monzo ('Spending Reports' and 'Trends'); and

• personalise your visual experience in the Monzo app, like choosing a picture for your virtual card based on what you've told us you'll use the loan for.

Security and business management

• protect the rights, property or safety of us, our customers or others;

• carry out security and maintenance checks to make sure our app, website and other services run smoothly for you;

• manage Monzo's business risk and finances, and protect our customers and staff;

• share information with credit bureaus and fraud prevention agencies so we can benefit from up-to-date information when we make decisions about accounts, loans or Monzo Flex. This helps us make responsible lending decisions and fight financial crime; and

• share your name, title and account number with other banks and building societies, so that people paying you can confirm the name they have matches the name we hold in our records. This helps us fight financial crime.

Companies that give services to us

When we ask for your consent

• record any issues you want us to know about so we understand how to best support you (if the information is sensitive, we need a second lawful basis, see 'Our reasons for using special category information');

• tell you about our, or our partners, products and services by email or push notification if we think they're of interest to you. You can unsubscribe from these by email or in the app. (If you don't want to see lending promotions in the app, you can opt out in 'Settings');

• help protect you against fraud by tracking the location of your phone if you've authorised it (iOS);

• show your profile picture in the app if you add one;

• show your profile picture and name to Monzo contacts in their app if you have not turned off your profile privacy settings.(If you pay someone, they'll see your name regardless.It's our legal duty to show this, so you can't opt out);

• show your profile picture on monzo.me if someone uses this service to pay into your Monzo account; and

• share information about you with companies we work with when we need your permission (see 'Who we share your data with').

• fetch your full credit file from Transunion when you connect your mortgage in the Monzo app.

Our reasons for using special category information

• racial or ethnic origin

• political opinions

• religious or philosophical beliefs

• trade union membership

• genetic or biometric data (if used for identification purposes)

• information concerning a person's health, sex life or sexual orientation

It's necessary for reasons of substantial public interest

• use facial recognition technology to identify people who use our services in the Monzo app. We do this because it's necessary for reasons of substantial public interest to prevent or detect unlawful acts; and

• record information about your health if it's necessary to protect your economic well-being if you're at risk, and seeking consent would be unreasonable or negatively impact our ability to help you.

It's necessary to protect your, or another person's, vital interests

We have your explicit consent

Who we share your data with

Companies that give services to us

• companies that make our Monzo cards;

• card producers and networks, like MasterCard;

• card processing partners;

• analytical, Know Your Customer (KYC) and cyber security service providers that help us with identity verification or fraud checks;

• cloud computing power, storage and software providers;

• our business intelligence and analytics platform provider;

• companies that help us with functional analytics (to help us solve technical problems with the app, for example);

• companies that help us with marketing (we won't share identifiable personal data with third parties for their own direct marketing unless you give us permission, and you can opt out any time);

• software companies that we use to email you, or for processing and storing emails with you;

• companies that help us with customer support;

• companies that help us with fraud prevention;

• companies that offer benefits or rewards through special programmes you sign up to in the app;

• some merchants that we work with to offer you cashback, so they can confirm your purchase qualifies for cashback. To find out how each merchant handles your information, please read their privacy notices;

• companies that print written statements and notices; and

• companies that manage our CCTV and security if you visit our offices.

Credit reference agencies (CRAs)

• your name, address and date of birth;

• accounts you have, including when you opened them and money going into them (if you owe us money, we'll also share your balance);

• credit applications you've made and limits you've turned on;

• if you've borrowed, details of your loan (including through Monzo Flex) and repayments (like whether you repay in full and on time); and

• fraud prevention information.

• verify your identity and make sure what you've told us is true;

• help detect and prevent fraud and money laundering;

• assess whether you can afford to make repayments if you borrow;

• manage your account with us;

• trace and recover debts; and

• make sure our offers are relevant for you.

Fraud prevention agencies (FPAs)

Anyone you give us permission to share it with

• companies that introduce their own services via the Monzo app, like energy switching, insurance or remortgaging;

• other customers you want to set up joint Monzo accounts with;

• other apps;

• other banks if you use account switching or aggregation services; and

• people you've asked to represent you, like solicitors and debt management companies.

Law enforcement and other external parties

• authorities that spot and stop financial crime, money laundering, terrorism and tax evasion if the law says we have to, or if it's necessary for other reasons;

• the police, courts or dispute resolution bodies if we have to;

• local health authorities, such as Adult Social Services, to safeguard your wellbeing;

• other banks to help trace money if you're a victim of fraud or other crimes, or if there's a dispute about a payment; and

• any other third parties where necessary to meet our legal obligations.

Debt Purchasers

Credit Brokers

Other Monzo Group companies

Savings Accounts

Monzo Plus and Monzo Premium

• Assurant's Privacy Notice (phone insurance);

• Axa's Privacy Notice (travel insurance taken out before 3rd July 2023);

• Qover's Privacy Notice (travel insurance taken out on or after 3rd July 2023) and

• LoungeKey's Privacy Notice (airport lounge access).

When we make automated decisions 📲

• we can give you a Monzo account based on your age, residency, nationality, financial position and other circumstances, like the results of anti-money laundering and sanctions checks;

• we can give you an arranged overdraft, loan, or offer you Monzo Flex based on information we hold about you, and information we get from credit reference agencies. This includes details on whether you've kept up-to-date with payments on any credit accounts, and if you've been to court;

• we need to take action, like freezing a transaction or account because we suspect fraud or money-laundering against Monzo or a customer. Our computers decide this based on patterns in our data, like an account or policy being used in a way that fraudsters work;

• you're eligible for our borrowing products;

• we complete initial assessments for disputed transactions you raise through the app; and

• our services and products, or those of companies we work with, are suitable for you so that we can tailor our marketing.

How long we keep your information 📁

Information we share with TransUnion

• your name;

• your date of birth; and

• your address.

Information we get from TransUnion

• your credit score;

• information from your credit report that explains your credit score, and in some circumstances your full report; and

• reasons why your score has changed, if there have been any changes since the previous month.

Our reasons for using your information 🔍

Who we share your data with 🤝

How long we keep your information 📁

Information we get from other banks

• your account name and status (open/closed);

• your account number, sort code, IBAN and BIC;

• the first 6 and last 4 digits of your card number (if the account comes with a card);

• your account balance and any overdrafts or credit limits you have; and

• details of transfers going in and out of your account (refreshed daily). This includes transaction amounts, currencies, exchange rates, merchants and information about people you've paid or who've paid you, as well as any joint account or other card holders who've made transactions.

Information we already hold

• your Monzo account balances and any overdrafts or credit limits you have with us; and

• your Monzo account transaction history (including information about people you've paid or who've paid you).

Information we get when you use the 'Other accounts in Monzo service'

• racial or ethnic origin

• political opinions

• religious or philosophical beliefs

• trade union membership

• information concerning health, sex life or sexual orientation

Our reasons for using your information 🔍

We need to use your data for a contract we have with you, or to enter into a contract with you

We need to use your data to comply with the law

When it's in our 'legitimate interest'

• improve the 'Other accounts in Monzo' service. For example, we'll analyse aggregated data to understand what additional insights we could give other customers about their finances as part of the service;

• develop our business strategy using aggregated data about how customers use Monzo, other accounts and engage with the 'Other accounts in Monzo' service. This helps us make sure we develop the right products and make the right business decisions to make sure Monzo is successful;

• investigate suspected criminal activity to help keep our customers and Monzo safe, and to meet our legal obligations. We may share your information with law enforcement if authorised by law; and

• to store backup copies in case we face a legal claim about the information.

Who we share your data with 🤝

Companies that give services to us

• cloud computing power and storage providers;

• our business intelligence and analytics platform provider;

• companies that help us with functional analytics (for example, to help us solve technical problems with the app); and

• companies that help us with customer support.

Law enforcement and other external parties

• authorities that spot and stop financial crime, money laundering, terrorism and tax evasion if the law says we have to, or if it's necessary for other reasons;

• the police, courts or dispute resolution bodies if we have to;

• other banks, to help trace money if you're a victim of fraud or other crimes, or if there's a dispute about a payment; and

• any other third parties where necessary to meet our legal obligations.

Other Monzo Group companies

How long we keep your information 📁

Information we get from other banks

• full legal name of any account holders and status (open/closed);

• your account number, sort code;

• your account balance; and

• details of transfers in the last 13 calendar months. This includes transaction amounts, currencies, exchange rates, merchants and information about people who've paid you.

Our reasons for using your information 🔍

Consent to connect to Open Banking

We need to use your data for a contract we have with you, or to enter into a contract with you

• consider your application;

• give you the services we agreed to in line with our terms and conditions; and

• exercise our rights under contracts we've entered into with you, like managing, collecting and recovering money you owe us.

We need to use your data to comply with the law

When it's in our 'legitimate interest'

• improve our decision making

• develop our business strategy, using aggregated data about how customers use Monzo and engage with the Open Banking service. This helps us make sure we make the right products and decisions to make sure Monzo is successful; and

• to store backup copies in case we face a legal claim about the information.

Who we share your data with 🤝

Companies that give services to us

• cloud computing power and storage providers;

• our business intelligence and analytics platform provider;

• companies that help us with functional analytics (for example, to help us solve technical problems with the app); and

• companies that help us with customer support.

Law enforcement and other external parties

• authorities that spot and stop financial crime, money laundering, terrorism and tax evasion if the law says we have to, or if it's necessary for other reasons;

• the police, courts or dispute resolution bodies if we have to;

• other banks to help trace money if you're a victim of fraud or other crimes or if there's a dispute about a payment; and

• any other third parties where necessary to meet our legal obligations.

Other Monzo Group companies

How long we keep your information 📁

Information you give us when you sign up for Monzo Investments

• personal details like your name, date and place of birth;

• contact details like your home address (and previous addresses), email and phone number;

• information about your right to live in the UK and your tax residency, including your National Insurance number;

• financial details, such as your employment status and the industry you work in, annual income, residential status and monthly housing costs;

• details about your financial circumstances and about your spending and savings habits;

• additional details you give us which we pass to our partners to set up your investment account;

• information you give us through in-app chat and emails; and

• answers you give to surveys about Monzo and our services.

Information we collect or generate when you use the app and our services

• details about payments to and from your Monzo account, your investment activity, your savings and investing activity (using Pots) and any overdrafts, loans or Monzo Flex offers you use;

• details about services from us and our partners that you show interest in;

• details about how you use our app; and

• all the countries you're a tax resident in and your Tax Identification Number for each one; and

• crash analytics.

Information we collect from your phone

• mobile network and operating system, so we can analyse how our app works and fix any problems;

• IP address and device ID (we'll link your mobile number with your device);

• mobile advertising ID, so we can share it with companies that help us with advertising online (you can reset this ID or limit tracking in your phone 'Settings');

• location if you've authorised tracking, so we can help protect you against fraud; and

• phone contacts who use Monzo, if you activate Profile Discovery, and they do too (we don't store your full contact list).

Information you give us when you get in touch

• the phone number you're calling from and information you give us during the call, including any information in relation to transactions in investments, if you use Monzo's investment services (we record all calls);

• the email address you use and the contents of your email (and any attachments); and

• public details from your social media profile (like Facebook, Instagram or Twitter) if you reach out to us via these platforms, and the contents of your messages or posts to us.

Information we get from external sources

• credit reference agencies to verify your identity, check if we can offer you an overdraft and manage business risk (this is a 'soft search' and won't impact your credit score); and

• fraud prevention agencies, KYC (Know Your Customer) and AML (Anti Money Laundering) service providers to fulfil our legal duties.

• official public records, like the Electoral Register or Companies' House; and

• information published by the press or on social media.

Our reasons for using your information 🔍

• To keep you up to date with the Monzo platform, including waiting lists.

• consider your application;

• give you the services we agreed to in line with our terms and conditions; and

• exercise our rights under contracts we've entered into with you, like managing, collecting and recovering money you owe us.

• confirm your identity when you sign up or get in touch;

• check your record at immigration and fraud prevention agencies;

• prevent illegal activities like money laundering, tax evasion and fraud;

• check your credit history and ask about your reasons for applying for an investment account and make appropriate investing decisions;

• keep records of information we hold about you in line with legal requirements;

• adhere to laws and regulations for banking and investments (these mean we sometimes need to share customer details with regulators, tax authorities, law enforcement or other third parties); and

• compare information we hold about your account with your tax residency information to make sure we don't have a reason to doubt it.

• improve our decision making. For example, we'll analyse data to make improvements to the decisions we make;

• develop our business strategy, using aggregated data about how customers use Monzo, and engage with the Investment service. This helps us make sure we develop the right products and make the right business decisions to make sure Monzo is successful; and

• to store backup copies in case we face a legal claim about the information.

Who we share your data with 🤝

• our investment services partner who provides certain services to Monzo and you in connection with our investments offering;

• our fund manager;

• cloud computing power and storage providers;

• companies that help us with functional analytics (for example, to help us solve technical issues with the app); and

• companies that help us with customer support.

• authorities that spot and stop financial crime, money laundering, terrorism and tax evasion if the law says we have to, or if it's necessary for other reasons;

• the police, courts or dispute resolution bodies if we have to;

• other banks to help trace money if you're a victim of fraud or other crimes or if there's a dispute about a payment; and

• any other third parties where necessary to meet our legal obligations.

How long we keep your information 📁

Information you give us through monzo.me

• name

• email address

• payment card details

• reference message (if you send one with the payment transaction)

Our reasons for using your information 🔍

We need to use your data to comply with the law/contract

When it's in our 'legitimate interest'

We use your email address data to:

• send you a receipt of your payment

• analyse how you use monzo.me and if you go on to become a Monzo customer

Who we share your data with 🤝

Companies that give services to us

• cloud computing power, storage and software providers;

• our business intelligence and analytics platform provider;

• companies that help us with functional analytics (to help us solve technical problems with the app, for example);

• software companies that we use for emailing you, or for processing and storing email communications with you;

• companies that help us with customer support if you reached out to Monzo; and

• companies that help us with fraud prevention.

Other Monzo Group companies

How long we keep your information 📁