Good morning community, I am not happy with a service I revived today from Monzo . I had a dispute transaction and it got declined due to personal preference . I don’t know if this is a general behaviour or just me but if whichever is the case it is unreliable and poor. I had money taken from my account and they don’t want to do anything about it. Please can I get some advice
Standard process is to make a complaint to Monzo, they then have eight weeks to reply and if you’re not happy with the response or they reject your complaint you can escalate to FOS
https://www.fca.org.uk/consumers/how-complain
https://www.financial-ombudsman.org.uk/consumer/complaints.htm
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@glasgow is right, there isnt a lot the forum can do on this one im afraid, even the Monzo staff on here as its involving personal circumstances which they will be unable to discuss publicly. Best thing to do would be to raise another help request via the app or by contacting help@monzo.com.
Info for complaints are also found on the FAQ site here - https://monzo.com/faq. I’ve copied the appropriate text:
How do I complain?
If you have a complaint the best way to contact us is via the in-app chat. We often get really useful critical feedback from customers, so please be clear that you’re making a complaint when you get in touch. We wouldn’t want to misunderstand the situation and not follow our full complaints process. You can also:
Email us at help@monzo.com
Call us on 0800 8021 456
Write to us at: Complaints, Monzo, 38 Finsbury Square, London EC2A 1PX
If you complain to us and you are not happy with the resolution you can refer your complaint to the Financial Ombudsman Service. For more details you can visit their website.
As mentioned above, please feel free to file a formal complaint if you are dissatisfied with the way a dispute has been handled or wish to challenge the outcome.
Unfortunately, it’s not something we can assist with here on the community forum.
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