Monzo Community Forum Terms of Service
These legal terms are between you and Monzo Bank Limited (Monzo/us/we/our) and you agree to them by using the Monzo Community Forum (the Forum).
By using the Forum you agree to follow these terms. We might update them occasionally, and they’ll always be available on the Forum. We may have to suspend, ban or delete your account if you don’t follow them.
English law applies to these terms and English courts will settle disputes. We also have the right to transfer any of our rights or obligations under these terms to another company in our group. This means any parent, subsidiary or associated company of Monzo Bank Limited.
Contact us
Get in touch by email at communitysupport@monzo.com, or by writing to 5 Appold Street, London EC2A 2AG.
Conditions for using the Forum
Your permission to use the Forum is subject to the following conditions.
- You must be at least 18 years old. We may stop you posting or remove you from the Forum if you fail to confirm your age or we discover you’re under 18.
- You must use the Forum for personal purposes, and mustn’t use it for any commercial or business purposes.
- We have the right to stop you using the Forum by contacting you directly.
- You must use the Forum in line with these terms.
Content
Simply put, we’ll delete posts that breach these terms.
Please don’t post anything that could personally identify you or anyone else on the Forum. We may edit posts that have personally identifiable details. And if you’re ever concerned about your privacy, please contact us.
The content on the Forum is for general information only and isn’t advice you should rely on. You must get professional or specialist advice before doing anything based on the content on the Forum.
Your responsibility
You’re fully responsible for the content you post on the Forum. When you share anything on the Forum, you need to have permission to do so and be sure that it won’t harm anyone or break any laws. If we think this has happened we may ban, suspend or delete your post and/or your account without having to tell you beforehand.
Our responsibility to you
Since you’re only allowed to use the Forum for personal use, we’re not responsible to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. This applies to you using the Forum for personal use, as well as if you wrongly use it for commercial or business purposes.
We’re responsible to you for any foreseeable loss and damage we cause. When we say ‘foreseeable’, this means we could or should have expected those losses. This includes if we breach these terms or fail to use reasonable care or skill providing the Forum to you.
We’re not responsible for any loss or damage (direct or indirect) caused by something beyond our reasonable control. We’re also not responsible for any loss or damage (direct and indirect) if something was unavoidable despite us using reasonable care and skill to avoid it.
This may include:
- hardware breakdowns
- actions or decisions we take to comply with legal or regulatory requirements
- delays or failures caused by third party industrial action
- problems with a third party system or network (including power outages)
- data-processing failures.
If your losses came about from circumstances we couldn’t or shouldn’t have been expected to know about, you may not be able to claim for them.
Personal data
We’re committed to protecting and respecting your privacy. Our Privacy Notice explains how we collect, use and store your personal data.
Code of Conduct
The Forum is a place where you should feel welcome and included. We want to make sure people always feel safe.
This Code of Conduct outlines our values – what we do and don’t stand for – and the things we do to protect them.
Inclusivity 
We want everyone to feel included. In particular, nobody should ever feel excluded on the basis of their:
- gender, gender identity, or gender expression
- sexual orientation
- disability or medical condition
- physical appearance (including but not limited to body size)
- race
- age
- religion.
Political discussions aren’t banned, but the forum isn’t a place to air your political opinions. As always, our moderators have the final say on this.
Our shared values 
To use the Forum, you should agree with these statements.
- We’re collectively and individually committed to safety and inclusivity.
- We have zero tolerance for abuse, harassment, or discrimination.
- We respect people’s boundaries and identities.
- We don’t use language that’s offensive or oppressive (systemically or otherwise), like sexist, racist, homophobic, transphobic, ableist, classist language – including, but not limited to, various slurs.
- We don’t use offensive topics as a form of humour.
- We don’t suggest or speculate on ways of breaking the law, or the security measures of Monzo or other third parties.
We actively work towards
- Being a safe, inclusive community.
- Creating a network of support and encouragement for each other.
- Encouraging responsible and varied forms of expression.
We don’t accept
- Stalking or publishing private information (‘doxxing’).
- Threats of harm or harassment.
- Anything that compromises people’s safety.
Forum etiquette 
We avoid
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Name-calling.
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Ad hominem attacks (criticising a poster personally).
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Responding to a post’s tone instead of its actual content.
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Replying in a confrontational way (use the flag feature to report posts like this instead – see the Alerting us section
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Deliberately derailing threads, or other forms of trolling.
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Posting low-value content that doesn’t add to the discussion.
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Repeatedly making the same arguments, instead of moving on. We’ll lock threads that end up going in circles.
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Creating multiple accounts (aka ‘sockpuppets’).
We’re polite and respectful
- Don’t post anything that a reasonable person would consider offensive, abusive, or hate speech.
- Don’t post anything obscene or sexually explicit.
- Don’t harass anyone, impersonate people, or expose their private information.
- Don’t post spam or otherwise vandalise the Forum.
If you’re unsure, ask yourself how you’d feel if your boss, family, or friends saw your post. When in doubt, avoid it.
How to act when called out
- Listen without interruption.
- Believe what the person is saying and don’t try to dismiss them.
- Ask for tips to help avoid breaking the Code of Conduct again in the future.
- Apologise and ask forgiveness.
If the above is ever unclear, final decisions are at the discretion of our moderation team. They’ll use their reasonable judgement to determine what’s in the best interest of maintaining an inclusive community. Just because something isn’t explicitly prohibited in these terms, that doesn’t automatically make it ok.
So please respect what they decide, and avoid scrutinising the rules if you disagree.
Consequences for breaking the terms 
We take a strong stance on enforcing our terms. In some serious cases, we’ll immediately ban and remove you and your content from the Forum.
For other violations, we’ll follow these steps.
First offence: we’ll send you a warning. We’ll be in touch to let you know what you did, and we’ll point out which part of these terms you’re breaking.
For future offences: we’ll take action. This can be a short-term suspension (for repeated misbehaviour), a long-term suspension (for repeated misbehaviour on a large scale, or a significant incident), or outright removal from the Forum (for extremely serious situations).
Alerting us 
If you see a community post which breaches these guidelines, please flag it to make one of the team aware. Here’s how -
- Click the three dots (…) on the post.
- Tap the flag.
- Select a reason, and click Flag Post.
Posts that are flagged by several members of the community are automatically hidden until the author or a member of the team has reviewed it.
If you experience abuse, harassment, discrimination, or feel unsafe, let a moderator know as soon as possible.
How we protect you from illegal content
This section sets out what we do to protect you from illegal content. It also explains what technology we use to help us.
To keep our Forum safe and secure, we use a range of protective measures to detect and minimise the length of time illegal content related to terrorism is present on the Forum.
We keep track of specific terms and phrases commonly associated with terrorist activities or ideologies. When your content includes these, it triggers our automated moderation system, which may then take a number of actions to limit its potential reach and impact.
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Blocking: Preventing the content from being posted or displayed on the Forum altogether.
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Needing approval: Holding the content for review by our moderation team before you can publish it.
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Flagging: Marking the content for further investigation or action by our moderators.
We also allow you to report terrorism content to us using the flag feature – see the Alerting us section for how to do this. We’ll swiftly take down terrorism content when we find out about it.
We also use watchwords to minimise the length of time that any child sexual exploitation and abuse content is on the Forum. When your content includes specific terms or phrases that are commonly associated with child sexual exploitation and abuse, our automated moderation system may take a number of actions to limit the potential reach and impact of your content. These actions may include any of the 1-3 actions we listed above.
We also rely on you reporting child sexual exploitation and abuse content to us by using the flag feature again, see the Alerting us section for how to do this. We’ll swiftly take down child sexual exploitation and abuse content when we find out about it.
We’ll minimise the length of time other content that amounts to an offence is present on the Forum by the use of watchwords - specific terms or phrases that are commonly associated with an offence. When your content includes these watchwords, our automated moderation system may take a number of actions to limit the potential reach and impact of your content. These actions may include any of the 1-3 actions listed earlier.
Content will amount to an offence if it relates to:
- hate.
- assisting suicide.
- threats to kill.
- public order offences.
- harassment.
- stalking and fear or provocation of violence.
- drugs and psychoactive substances.
- firearms and other weapons.
- controlling or coercive behaviour.
- intimate image abuse.
- pornography.
- assisting illegal immigration.
- human trafficking.
- sexual exploitation.
- sexual images.
- proceeds of crime.
- fraud.
- financial services.
- foreign interference.
- animal welfare.
- offences relating to being involved in committing any of these offences (known as inchoate offences).
We also rely on you reporting content that amounts to an offence to us by using the flag feature - see Alerting us section above on how to do this. We will swiftly take down any of this content when we find out about it.
What content and behaviours you should report
You can report or complain about the following content and behaviours.
- Content you think is illegal.
- When you think we’re not dealing with illegal content or activity as we should.
- Where you think our content reporting systems and processes don’t easily let you report content you believe to be illegal.
- When you think we haven’t properly considered the importance of protecting users’ rights to freedom of expression or privacy.
- Where your content has been taken down on the basis that it’s illegal.
- Where we’ve given you a warning, suspended, banned or restricted you in any way because we think your content is illegal.
- When the technology we use results in us removing or restricting your content, and you think we’ve used the technology in a way that isn’t set out in these terms.
How to report content or complain
You can report content by using the flag feature we’ve mentioned earlier. You can make a complaint about the Forum by emailing us at communitysupport@monzo.com and including any supporting information, like links or images.
If you have a complaint about Monzo or Monzo related products, contact us in the app or by emailing complaints@monzo.com.
How we’ll deal with reported content and complaints
We’ll keep any information about your report or complaint confidential. We won’t share any details with the person who created the content that is the subject of your report or complaint.
We may temporarily remove content that’s reported to us. One of our moderators will review reported content to determine if it’s breached these terms. If we find the content is in breach of these terms, we’ll permanently delete it. Otherwise, we’ll reinstate it or ask you to post it again.
When we receive a complaint, we take it seriously. We’ll treat the complaint as a reason to suspect the content may be illegal, or otherwise breach these terms, and we’ll review it in line with these terms. We aim to deal with complaints and let you know our decision quickly. If you’re unhappy with our decision, let us know by email at communitysupport@monzo.com.
Your rights to claim against us if we restrict access to your content
If we restrict access to any content you share on the Forum in a way that breaches these terms, you have a right to bring a claim against us for breach of contract.
Your rights to claim against us if we suspend or ban you
If we suspend or ban you from using the Forum in a way that breaches these terms, you have a right to bring a claim against us for breach of contract.
