Monzo

Company Overview

What customers complain about

Complaint categories

1. 1
   Product performance and features

   Monzo records 'product performance / features' as the main cause of complaints in its largest grouping, banking and credit cards, in the six months to 31 March 2026. This covers how accounts, payments and app features work in practice for an app-only bank.

   Monzo complaints data, 1 Oct 2025 – 31 Mar 2026 (monzo.com/legal/complaints-data).
2. 2
   Fraud, scams and APP reimbursement

   Disputes over refunds for authorised push payment (APP) scams, card fraud and identity theft are a prominent theme. Financial Ombudsman data reported in early 2026 indicated the ombudsman overturned Monzo's decision in roughly a third of fraud cases it decided in 2025, the highest overturn rate among the major lenders named.

   Financial Ombudsman Service data reported by industry press, February 2026 (reported, based on FOS figures).
3. 3
   Delays and timescales

   Timescales are the leading cause of complaints in Monzo's investments grouping, and speed of resolution features across its digital-only model, where customers cannot walk into a branch to chase a complaint.

   Monzo complaints data, 1 Oct 2025 – 31 Mar 2026 (monzo.com/legal/complaints-data).

Latest statistics

• 67,488Complaints opened (banking and credit cards)1 Oct 2025 – 31 Mar 2026
• 62.00%Percentage closed after 3 days but within 8 weeks (banking and credit cards)1 Oct 2025 – 31 Mar 2026

Figures are Monzo Bank Limited's own complaints return for the reporting period 1 October 2025 to 31 March 2026, published at monzo.com/legal/complaints-data as required by FCA rules (firms report complaints data to the FCA every six months and publish a summary above a threshold). 'Opened' counts complaints logged in the period; percentages are Monzo self-reported and not independently audited; they cover a single six-month period and should not be read as a long-run rate. Banking and credit cards is by far the largest product grouping.

Contact methods

• Raise a complaint (in-app chat)The primary route: open the Monzo app and start a chat. Monzo acknowledges complaints within 3 business days.
• Complaints by phone0800 088 4040
• Complaints by emailcomplaints@monzo.com
• Complaints by postWrite to Complaints Team, Monzo, Broadwalk House, 5 Appold Street, London EC2A 2AG.
• Financial Ombudsman Service (escalation)0800 023 4567

Complaint journey

1. 1

   Submit your complaint

   What happens

   Chat in the Monzo app, call 0800 088 4040 (+44 203 872 0620 from abroad), email complaints@monzo.com, or write to the Complaints Team, Monzo, Broadwalk House, 5 Appold Street, London EC2A 2AG.

2. 2

   Acknowledgement within 3 business days

   What happens

   Monzo emails to confirm it has received your complaint and tells you when to expect a reply. It may ask for more information.

3. 3

   Investigation

   What happens

   Monzo checks whether its teams did what they should have, and may ask you for supporting evidence such as screenshots or emails.

4. 4

   Final response

   What happens

   Monzo sends a 'final response' setting out the outcome and whether it upholds your complaint. It says this generally takes between 15 days and 8 weeks depending on the issue.

5. 5

   Escalate to the Financial Ombudsman

   What happens

   If you are unhappy with the final response, you can refer the complaint free to the Financial Ombudsman Service within 6 months of the final response date.

Response times

If your complaint isn’t resolved

If Monzo can’t put things right, you can escalate — free of charge — to an independent body:

• Financial Ombudsman Service

Recent news

• 9 February 2026

  Financial Ombudsman Service data reported in the trade and national press showed Monzo had the highest fraud-complaint overturn rate among major UK lenders in 2025: the ombudsman disagreed with Monzo in around 34% of the 3,372 fraud-related cases it decided, ahead of NatWest (33% of 1,972) and HSBC (32% of 2,535). Monzo said some cases related to fraud more than two years old and that it had increased fraud prevention.

  Read more
• 8 July 2025

  The FCA fined Monzo Bank Limited £21,091,300 for failing to design and maintain adequate customer-onboarding, risk-assessment and transaction-monitoring systems between October 2018 and August 2020, and for repeatedly breaching a requirement (imposed August 2020) not to onboard high-risk customers — signing up over 34,000 such customers between August 2020 and June 2022. Monzo received a 30% settlement discount from an otherwise £30.1m penalty.

  Read more

Earlier cases

• 8 July 2025

  Historic: the FCA's final notice against Monzo Bank Limited (reference 730427) records financial-crime control failings from October 2018 to August 2020 and breaches of a high-risk-customer restriction from August 2020 to June 2022, including onboarding customers who gave obviously implausible details such as well-known London landmarks as their address.

  Read more

Know your rights

• Payment Services Regulations 2017

  Govern how Monzo must handle payments, unauthorised transactions and payment-services complaints, including the 15-business-day (exceptionally 35-day) final-response window for payment-services complaints. This is general information, not legal advice.

• APP scam mandatory reimbursement (PSR rules, in force 7 October 2024)

  For most authorised push payment scams made by Faster Payments or CHAPS on or after 7 October 2024, Monzo and the receiving bank must reimburse eligible victims, usually within five business days, up to a maximum of £85,000, with the cost shared 50:50 between the sending and receiving banks. Consumer-standard-of-caution and time-limit conditions apply.

• FCA rules — DISP and Banking: Conduct of Business (BCOBS)

  Set Monzo's complaint-handling obligations, the eight-week final-response deadline and your right to refer to the Financial Ombudsman Service, and require fair treatment of banking customers. This is general information, not legal advice.

Frequently asked questions