How to support a Monzo customer when they go to prison
When someone you care about goes to prison, we understand this is an incredibly tough time and there’s often a lot to sort out, especially with their banking. At Monzo, we want to help you and are here to support you through this process.
How to let us know someone has entered custody
The first thing to do is let our specialist Life Events team know. You can send them an email at lifeevents@monzo.com.
Within your email, it would be great if you could include:
- The customer's full name and date of birth.
- Their prison number (if you have it)
- The name and address of the prison where they are currently located.
Once you’ve sent this, our team will get back to you to talk about the next steps and how we can help you manage the account.
Gaining access to their account
If you would like to help them with their banking, you will need to get Third Party Access (TPA) in place. This is a formal way of giving you permission to look after their money while they are away.
We have a few options that may come in handy, and we have a dedicated page that lists the different options available, such as a Power of Attorney. To help you decide which is right for you, we have a handy guide that should answer any questions you might have.
To get this set up, we will also need permission from the customer. Our Life Events team is here to help you with any questions you may have. Just let them know when you send your first email.
Further support
We understand that having someone you care about enter custody can be incredibly tough on your wellbeing. You can visit our Signposting page to find a range of charities and organisations that offer extra advice and support.