How to Complain to Monzo
Step by step: where to complain, what to say, and where to go if Monzo does not put it right.
Consumer Protection UK is independent and is not connected to Monzo. This guide uses information published by Monzo and by the schemes named below. All product names, logos and brands are property of their respective owners.
- Where to complain
- Monzo official complaints page (opens in a new tab)
Monzo says you can complain through in-app chat, by phone, by email or by post. They acknowledge within 3 business days and give a final response between 15 days and 8 weeks depending on the complaint. - If it is not resolved
- Financial Ombudsman Service
- When you can escalate
- Per the Financial Ombudsman Service: most complaints, the business has up to 8 weeks to consider the complaint before you can go to the Ombudsman; complaints about fraud, scams, payment services and electronic money have a shorter 15-day deadline. You must bring a complaint to the Ombudsman within 6 months of the date on the firm's final response.
- Checked
- 2 October 2026 (company pages and scheme websites). Rules and pages change, so check the official page before you rely on this.
What to Do, Step by Step
- Gather your evidence. Order or account number, dates, receipts, screenshots, emails and what was said on calls.
- Complain in writing using the route above, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
- Keep a record. Note dates, names and reference numbers of every contact. Use email or a form where you can, so you have proof.
- Ask for a final response if you are not getting anywhere, then follow the escalation route above.
- Use other routes if they apply. If the company does not fix it, take it to the free ombudsman or ADR scheme named above. Your bank or card provider may help if you paid by card (Section 75 or chargeback). The Citizens Advice consumer service gives free advice and can pass a report to Trading Standards.
Useful to Know
- If you have been scammed, call your bank straight away. Rules from 7 October 2024 mean most banks must refund bank-transfer scam victims, up to £85,000, if you claim within 13 months of the last payment.
- If you paid for goods or services by credit card (over £100 and up to £30,000) you may be able to claim from the card provider under Section 75. For debit cards, ask about a chargeback.
- Ask for a final response in writing. You have 6 months from the date of that final response to go to the Financial Ombudsman Service.
Free guide only. Complaints about banks, cards, loans and insurance are regulated financial matters, so we give free information and letter templates here but do not take these on as cases. The free letter templates and the ombudsman named above are the best next steps.