This is a good point from the FCA and one I feel that many financial institutions, not just Monzo, should look at compliance for.
All traditional banks require a branch visit for certain more-complicated activities, and this discriminates against people who have difficulty accessing transport. Monzo uses chat and, I believe, this is the only way to sort out some things - the phone service is not completely full service, if I’m correct.
So it would be good for banks to consider the needs of customers in their contact options a bit more completely. Traditional banks really ought to look at allowing further interaction digitally to promote inclusiveness, and fintechs need to consider the needs of those who may have difficulties using technology.
The question may come up of “why would you use Monzo if you find technology difficult” but this doesn’t excuse the need to cater to these customers if they have opened an account and given the service a try.