Monzo Community Forum Terms of Service
These legal terms are between you and Monzo Bank Europe DAC (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 (the Terms). We might update them occasionally, and they’ll always be available on the Forum. We may have to take down your content or to suspend, restrict, ban or delete your account if you don’t follow them.
Irish law applies to these Terms and Irish courts will settle disputes arising from them or in connection with them. 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 Europe DAC.
If we make significant changes to these Terms then we will inform you of these changes via a post/update on the Forum.
Contact us
Get in touch by email at communitysupport@monzo.com, or by writing to Unit 1, Floor 4, One Central Plaza, Dame Street, Dublin 2, Ireland.
**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 or remove your Forum 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.
We use a recommender system so you can filter to see the most recent posts and topics. We can also place certain topics at the top of your feed, such as updates to these Terms and information regarding new Monzo products or features.
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, restrict or delete your post and/or your account.
Our responsibility to you
If we decide to suspend, restrict, delete or ban your account because we believe you have posted illegal content on the Forum or are otherwise in breach of any of these Terms, we will provide you with a statement explaining why we have made this decision. We are not required to do this if you post deceptive high-volume commercial content.
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. This Code of Conduct forms part of the Terms and you must comply with them as a condition of using the Forum.
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 or colour
-
nationality
-
national or ethnic origin
-
age
-
religion
-
membership of the Traveller community
-
civil, marital or family status.
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.
-
Monzo and you collectively and individually commit to safety and inclusivity.
-
The Forum has a zero tolerance for abuse, harassment, or discrimination.
-
You will respect people’s boundaries and identities.
-
You won’t use language that’s offensive, illegal, harmful, or oppressive (systemically or otherwise), like sexist, racist, homophobic, transphobic, ableist, classist language – including, but not limited to, various slurs.
-
You won’t use offensive topics as a form of humour.
-
You won’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, illegal acts, or harassment.
-
Anything that compromises people’s safety.
Forum etiquette 
We avoid
-
Name-calling.
-
Ad hominem attacks (criticising a poster personally).
-
Responding to a post’s tone instead of its actual content.
-
Replying in a confrontational way (use the flag feature to report posts like this instead – see the Alerting us section on how to do this).
-
Deliberately derailing threads, or other forms of trolling.
-
Posting low-value content that doesn’t add to the discussion.
-
Repeatedly making the same arguments, instead of moving on. We’ll lock threads that end up going in circles.
-
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 (including by posting any harmful or malicious technology, such as malware).
-
Don’t impersonate any person or entity, or falsely state or otherwise misrepresent an affiliation with a person, organisation or entity.
-
Don’t post content which belongs to somebody else and to which you don’t have the required rights under law (such as intellectual property, confidential information or other proprietary information).
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 breaching 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 breaching the Terms 
We take a strong stance on enforcing our Terms, including our Code of Conduct above. In some serious cases, we’ll suspend, restrict or 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 breaching.
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 post that breaches these Terms, please flag it to make the moderation 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 Forum will be reviewed by a member of the moderation team. See the How we’ll deal with reported content and complaints section for more information on this.
If you experience abuse, harassment, discrimination, or feel unsafe, let us 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.
Terrorist content
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 we consider to be 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:
-
Blocking: Preventing the content from being posted or displayed on the Forum altogether.
-
Needing approval: Holding the content for review by our moderation team before you can publish it.
-
Flagging: Marking the content for further investigation or action by our moderators.
We also use proactive technology in the form of artificial intelligence to scan posts and images on the Forum that could relate to terrorism content to minimise the length of time it’s present. When such content is detected, it’s automatically hidden until it’s reviewed by a member of the moderation team who will review it and decide whether to publish it or prevent it from appearing on the Forum.
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.
Child sexual exploitation and abuse content
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 under Terrorist content.
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.
Other illegal content
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.
For example, content will amount to an offence if it relates to:
-
Hate or inciting hatred.
-
assisting suicide.
-
threats of violence.
-
public order offences.
-
harassment.
-
stalking.
-
misuse of 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 of money laundering.
-
fraud.
-
unauthorised financial services.
-
foreign interference with the internal domestic systems and processes such as electoral interference.
-
animal mistreatment and abuse.
-
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. You can find out more information on our content moderation in our Transparency Report here.
If we become aware of information suggesting that someone’s life or safety is at risk, we may share that information with national law enforcement authorities — for example, An Garda Síochána in Ireland — or another relevant judicial authority, as required by the EU Digital Services Act.
What content and behaviours you should report
You can report or complain about the following content and behaviours.
-
Content you think is illegal.
-
Content you think is in break of these Terms.
-
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 breaches these Terms or it’s illegal.
-
Where we’ve given you a warning, or suspended, banned or restricted your account in any way because we think your content breaches these Terms or 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- see Alerting us section above. You have six months to make a complaint against a decision to take down or restrict your content or to suspend or ban you from accessing the Forum. You can do this by emailing us at communitysupport@monzo.com and including any supporting information, like links or images. The six month period will start on the day that you are informed about the decision to take down or restrict your content or to suspend or ban you.
If you have a complaint about Monzo or Monzo related products, contact us via the app or by emailing complaints@monzo.com. Please note that use of your Monzo account is subject to our Current Account Terms and Conditions. You can find product specific terms in your Monzo app.
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.
Once we receive your complaint, we’ll acknowledge it within 1 business day. We aim to investigate and resolve your complaint within 15 calendar days, then inform you of what actions, if any, have been taken.
If you are not satisfied with our decision, you have the right to appeal. You can submit an appeal by emailing us at communitysupport@monzo.com. We’ll acknowledge receipt of appeals within 1 business day then investigate and resolve within 30 calendar days.
You can also appeal any decision to take down your content or to suspend or ban your account to an out-of-court dispute settlement body for free, if you think our decision is wrong. See here for a list of approved out-of-court dispute settlement bodies.
How we deal with misuse of the Forum
Misuse of the Forum posts
The Forum is a space to interact with one another and share knowledge, information and experiences of Monzo products and services.
If you repeatedly post clearly illegal content, we will issue you with a warning and suspend or delete, in serious cases, your Forum account.
When we decide whether something counts as misuse, we will look at the pattern of behaviour, this will include:
-
The number of illegal posts you have made in the past [six months].
-
How often you’ve posted illegal content in that time, and the proportion of illegal and non-illegal posts you have made.
-
The seriousness of the misuse, including the nature of illegal content, and of its consequences;
-
Any previous warnings or guidance we’ve given you about using the Forum responsibly.
-
Your intention, where this is possible to identify.
Suspensions for misuse of Forum posts normally last between 1 and 30 days, depending on the circumstances and facts surrounding the posts. In very serious cases (for example, coordinated campaigns or persistent posting of illegal after warnings), we may extend this or issue a permanent ban.
How we deal with misuse of the Forum
We rely on you to use the Forum’s reporting tools honestly — this helps us spot problems and keep the space safe. We know that most folks will use them responsibly, but sometimes reports are misused. Here’s what that means and what we do about it.
If you repeatedly flag posts or submit complaints that are clearly false, misleading or made just to cause trouble, we may issue you with a warning, suspend your ability to make further reports — and, in serious cases, your Forum account. This helps keep things fair for everyone who raises genuine concerns.
When we decide whether something counts as misuse, we will look at the pattern of behaviour, this will include:
-
How often you’ve sent false reports, and the proportion of false and genuine reports.
-
The seriousness of the misuse, including the nature of the reports and complaints, and of their consequences;
-
Any previous warnings or guidance we’ve given you about using reports properly.
-
Your intention, where this is possible to identify.
Suspensions for misuse of the Forum’s normally last between 1 and 30 days, depending on what happened. In very serious cases (for example, coordinated harassment or persistent false reports after warnings), we might extend this or issue a permanent ban.
Recommender systems
We use automated moderation systems to filter out illegal content on the Forum – see the sections on Terrorist content, Child sexual exploitation and abuse content and Other illegal content above.
We don’t use any other computer system that automatically suggests, ranks or highlights specific information to users, either by showing certain results first or making some information more visible than others.
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 may have a right to bring a claim against us for breach of contract subject to other applicable law.
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 may have a right to bring a claim against us for breach of contract subject to other applicable law.
Thanks for helping keep the Monzo Community Forum safe 
-
