Customer Privacy Notice

Who are we?

• if you use your community forum on our website, see our Monzo Community Forum Privacy Notice.

• if you get a Monzo business account, see our Business Customer Privacy Notice.

• Chat with us through the app or send us an email at help@monzo.com

• Write to us at Monzo, 38 Finsbury Square, London, EC2A 1PX, UK

The information we hold about you, and how we use it 👀

Information you give us through the Monzo app

• Details you give when you sign up for a Monzo account, like your name, phone number, home address, date of birth, tax residency, and ID.

• A short video of yourself when you set up an account with us.

• The log in credentials and settings you choose for your app and card, so we can give you the services you ask for safely.

• Your profile picture if you add one.

• Details about your financial circumstances, to work out if we can lend money to you and better understand our business risks.

• 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).

• 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 Monzo chat so we can help you.

• Answers you give to surveys so we can improve our services.

Information we collect 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).

• 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 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 or loans you take out.

• details about services from us and our partners that you express interest in.

• details about how you use our app.

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

Information we collect from your phone

• The mobile network and operating system you use, so we can analyse how our app works and fix any issues.

• Your IP address and device ID for security reasons (we’ll link your mobile phone number with your device).

• Your 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 ‘Settings’ on your phone.

• Your location if you’ve authorised tracking, so we can protect you against fraud.

• Your phone contacts who use Monzo, if you activate Payments with Friends, and they do too (we don’t store your full address book).

Information we get from external sources

• credit reference agencies to 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 ask for an arranged overdraft or a loan, we do a full search.

• fraud prevention agencies and 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

• information published by the press or on social media.

Our reasons for using your information 🔍

• 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.

• investigate and resolve complaints and other issues.

• 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 financial circumstances if you apply for an arranged overdraft or a loan 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.

• check your record at credit reference agencies when you sign up to see if we can offer you an overdraft or a loan (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. 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. We don’t share any identifying information with social media companies other than your mobile advertising ID. You can disable or reset your mobile advertising ID in your device’s operating system.

• 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 tell this from transaction data, not by tracking your phone).

• give you reports on how you’ve spent and/or saved money using Monzo (‘Spending Reports’ and ‘Year in Monzo’).

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

• 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 financial affairs and protect our customers and staff.

• share information with credit bureaus so we can benefit from up-to-date information when we make lending decisions, and other companies so they can help us provide our services.

• record any issues you want us to know about, like a gambling addiction or information about your health, so we understand how to best support you

• tell you about our products and services, and those of our partners by email or push notification if we think they’re of interest to you. You can unsubscribe from these by email or via the app. (If you don’t want to see lending promotions in the app, you can opt out in your app ‘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 turn on ‘Payments with Friends’, provided they’ve stored your phone number. (If you pay someone, they’ll see your name regardless of whether or not you’ve turned on Payments with Friends. It’s our legal duty to show this, so it isn’t something you can opt out of.)

• share information about you with companies we work with when we need your permission (see ‘Who we share your data with’ below)

Who we share your data with 🤝

• companies that make our Monzo cards

• card producers and networks, like MasterCard

• Know Your Customer (KYC) and Anti-Money Laundering (AML) service providers that help us with identity verification or fraud checks like Jumio and Onfido

• credit reference agencies (for information on how they use data please read the Credit Reference Agency Information Notices of TransUnion and Experian)

• cloud computing power and storage providers like Amazon Web Services (AWS) and Google Cloud

• our business intelligence and analytics platform provider Looker

• companies that help us with functional analytics (to help us solve technical issues with the app for instance)

• companies that help us with marketing (but 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 for emailing you

• companies that help us with customer support (like Sykes and our subsidiaries)

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

• companies that print written statements and notices

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

• 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 banks if you use account switching or aggregation services

• people you’ve asked to represent you, like solicitors

• 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

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

When we make automated decisions 📲

How long we keep your information 📁

Your rights ✅

• access the personal data we hold about you, or to get a copy of it

• ask for a copy of your personal data in a portable (machine-readable) format or make us send it to someone else

• make us correct inaccurate data

• ask us to delete, 'block' or suppress your data, though for legal reasons we might not always be able to do it

• say no to us using your data for direct marketing and in certain other ‘legitimate interest’ circumstances

• withdraw any consent you’ve given us

• ask a member of staff to review a computer-made (automated) decision

Where we store or send your data 🔒

• the European Commission says the country or organisation has adequate data protection, or

• we’ve agreed to standard data protection clauses approved by the European Commission with the organisation.

How to make a complaint 😔

Changes to this notice 📝