Monzo Complaints
Monzo receives more complaints than most banks.
What customers experience
Monzo received 73,245 complaints in the 2024-10-01 to 2025-03-31 reporting period -- that is roughly 2.3 complaints per 1,000 accounts, which is below the sector average of 7.4. Compared to other banks, Monzo receives fewer complaints per customer.
Total Complaints
73,245
In 2024-10-01 to 2025-03-31
Rate (per 1,000 accounts)
2.3 →
Sector Average
7.4
per 1,000 accounts
Complaints by Product
| Product ↕ | Complaints ↕ | Share |
|---|---|---|
| Banking and credit cards | 72,432 | 98.9% |
| Investments | 240 | 0.3% |
| Decumulation & pensions | 55 | 0.1% |
How does Monzo compare?
Complaint rate per 1,000 accounts
How to Complain About Monzo
Complaints Contact Details
Post
Monzo Bank Ltd, Broadwalk House, 5 Appold Street, London, EC2A 2AG
Online Form
Submit complaint online →Steps to Escalate Your Complaint
Contact Monzo via the app
Open the Monzo app, go to Help, and start a chat. You can also submit a complaint through the Monzo website. Monzo handles complaints primarily through in-app chat.
Wait for a final response or request a deadlock letter
Monzo has 8 weeks to resolve your complaint. If they send a final response you disagree with, or the deadline passes, you can escalate.
Escalate to the Financial Ombudsman Service
If your complaint is unresolved after 8 weeks, or you have a final response letter, contact the Financial Ombudsman at financial-ombudsman.org.uk or call 0800 023 4567.
Need to write a complaint letter?
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Monzo must respond to your complaint within 8 weeks. If they don't resolve it, you can escalate to the Financial Ombudsman Service.
Bottom Line
Monzo receives more complaints than most banks, which is worth knowing if you are thinking about switching. Existing customers who have had problems should know that the data backs up their experience -- you are not being unreasonable. Consider using our complaint letter generator below.
About This Data
Data sourced from official UK regulators for the period 2024-10-01 to 2025-03-31. Complaint rates are calculated per 1,000 accounts. Ombudsman uphold rate from the Financial Ombudsman Service. Full methodology