Verified: 8 March 2026 08:25 am UK Time
Industry: Digital Banking and Financial Services
Jurisdiction: United Kingdom
Primary Regulators: Financial Conduct Authority (FCA) & Prudential Regulation Authority (PRA)
Important Safety Warning: Beware of fake customer service numbers on search engines. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. Monzo staff will never ask for your account PIN, your app passcode, or ask you to move money to a “safe account” over the phone.
Level 1: Customer Support (Initial Complaint)
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How to complain: You can raise a complaint directly through the secure in-app chat, by email, or by calling their official routing numbers. If your account is frozen and you cannot access the app, you must call or email.
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In-App: Tap “Help” in the app menu and search “Complain” to open a chat.
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Phone: 0800 802 1281 (Free from UK) or +44 20 3872 0620 (From abroad)
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Email: help@monzo.com
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Source Verification Note: Monzo Complaints Procedure
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Availability: In-app chat and phone support for emergencies (like fraud or frozen accounts) are available 24/7. General query responses may take longer outside of standard business hours.
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Timeline: Under FCA rules, Monzo must send a Summary Resolution Communication if they resolve the issue within 3 business days. If not, they must formally acknowledge the complaint in writing.
Level 2: Formal Corporate Escalation (Notice of Dispute)
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Who to contact: If customer service cannot resolve the issue (or if you are locked out of the app), you must formally escalate it to their central complaints handling team. Send a written letter detailing your account information, a timeline of the issue, and your desired resolution to: Complaints Team, Monzo Bank, Broadwalk House, 5 Appold Street, London, EC2A 2AG. Sending this via Royal Mail Signed For is highly recommended to prove receipt.
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Source Verification: Monzo Terms & Conditions
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Timeline: * Payment Services: If your complaint is regarding a payment, transfer, frozen account, or unauthorized transaction, FCA rules state Monzo must issue a Final Response Letter within 15 business days (extendable to 35 days only in exceptional circumstances).
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General Complaints: For all other issues (loans, overdraft terms, standard customer service), Monzo has up to 8 weeks to issue their Final Response Letter.
Level 3: Regulatory Authority (Government Ombudsman)
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Authority: Financial Ombudsman Service (FOS)
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Portal/Contact: The FOS is the UK’s official, free dispute resolution service for financial complaints. You can submit a complaint online or by email:
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Website: financial-ombudsman.org.uk
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Phone: 0800 023 4567
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Timeline (CRITICAL): You can only refer your complaint to the FOS after you receive a Final Response Letter from Monzo, OR if they have missed their 15-day / 8-week legal deadline to provide one. You must escalate the complaint to the FOS within 6 months of the date printed on your Final Response Letter.
Level 4: Legal Action (Final Step)
- Pre-Litigation: Before commencing legal proceedings, UK legal protocols require you to send a formal “Letter Before Action” (LBA) to Monzo’s legal department at their Broadwalk House headquarters. This letter must outline your claim, the exact legal or contractual breach, the evidence, and the financial remedy you seek, giving them a final 14 to 30 days to settle.
- Court: If the LBA fails and the Ombudsman cannot resolve it, you can file a lawsuit. For financial claims up to £10,000 in England and Wales, you can use the Money Claim Online (MCOL) portal to enter the Small Claims Track. For complex claims or those exceeding £10,000, you will likely need to instruct a solicitor and proceed to the County Court or High Court.
- Source Verification: Make a court claim for money (GOV.UK)
Community Action: Is Monzo still ignoring your frozen account or unauthorized transaction dispute? Reply below (do not share your passwords, full account numbers, or PINs), and our community will point you to the right FOS complaint templates!