Moneycorp: most-reported complaints
Automated analysis of 282 public Trustpilot reviews published 2022-08-05 to 2026-08-28. TrustScore 4.7 from 7,024 total reviews — see the Trustpilot page. Quick answer: is Moneycorp legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with account and app access, citing 26 instances of login or reactivation problems. Support-related concerns are also frequent, with 22 reports of unreachable customer service and 17 reports of unhelpful assistance. Additionally, 10 reviewers mentioned misleading pricing practices. These complaints represent 78 out of the 282 reviews analyzed during the specified period.
How to reach Moneycorp
These are the contact details Moneycorp publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 0207 589 3000, email [email protected], address Moneycorp, Floor 5, Zig Zag Building, 70 Victoria Street, London, SW1E 6SQ, GB.
The company claimed its Trustpilot profile on 2016-03-23, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-06-19. Trustpilot ranks it 22 of 31 in Currency Exchange Service. We last checked this profile on 2026-09-24 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 85 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “missing euros from Moneycorp”, “HIFX or MONEYCORP???”, “Small denominations - Moneycorp”.
Elsewhere: 4.2★ on Google (54 reviews)
TrustScore over time
4.7 → 4.7 across 10 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-12 (93%, 3.5d) · 2026-08-15 (93%, 3.5d) · 2026-08-18 (93%, 3.5d) · 2026-08-21 (93%, 3.5d) · 2026-08-27 (93%, 3.5d) · 2026-08-30 (93%, 3.5d) · 2026-09-05 (93%, 3.1d) · 2026-09-14 (93%, 3.1d) · 2026-09-20 (93%, 3.2d).
Severity: 41% of this company’s 78 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In March 2020, 53% of 15 one-to-three-star reviews were 1★; in May 2026, 58% of 12.
Counted from March 2020 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 0.8 days between the experience and publishing their negative review (99 reviews record both dates).
What their policy promises
delivery promise: two business days
“Buy and sell currency for settlement within two business days”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. 2 changes detected since we started watching on 2026-09-01:
- 2026-09-15: +20/-20 lines; added: 7,025 reviews | 4 days ago; removed: 7,024 reviews | 6 days ago (snapshot)
- 2026-09-08: +19/-19 lines; added: 7,024 reviews | 6 days ago; removed: 7,023 reviews | 4 days ago (snapshot)
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 434 negative reviews that received a public reply, the median wait was 0.7 days — the company profile reports an average of 3 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 434 company replies to negative reviews analysed, 16% engaged with the specific problem and 80% were generic templates.
9% of its 188 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: account/app problems makes up 33% of this company’s complaints vs a 25% median across 100 ranked companies in its sector.
Review velocity: 592 of this company’s 7,024 Trustpilot reviews (8%) were written in the last 12 months.
What are the most common complaints about Moneycorp?
Account/app problems
26 reports · 33% of complaintssteady“my account has still not been reactivated and I continue to be unable to log in.”
The company replied on 2023-07-11: “Hi Suzzanne, We are sorry to hear about your recent experience with moneycorp. In order for us to be able to look into this matter for you can you please provide more details to…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“They have suspended my account for random checks which l have now been chasing twice a day and being fobbed off”
The company replied on 2025-10-10: “Dear Sebastian, We are sorry you experienced this and we would like to discuss your query offline to make sure this is avoided in future. One of our team will be in touch shortly to discuss this…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Very awkward way to verify my account. I sent my passport, my biometric residence card”
The company replied on 2023-01-12: “We are sorry you experienced this and we would like to discuss your query offline to make sure this is avoided in future. One of our team will be in touch shortly to discuss this further with you…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Support unreachable
22 reports · 28% of complaintsfalling“I have been trying for three months to add a user to my account with no reply at all.”
The company replied on 2025-11-26: “Dear Mr. Burrow, We are sorry you experienced this and apologies for the delayed reply here. I understand that one of our team has been in touch to discuss this further with you. Kind Regards, The…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“customer support became virtually non-existent”
The company replied on 2025-11-10: “Hi Rachel, Thank you for taking the time to provide your feedback. We are truly sorry to hear about your experience & are very grateful for your years of loyalty to Moneycorp. We have passed your…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“It never arrived. I had proof of it leaving which I showed them”
The company replied on 2023-01-12: “Dear Hattie We are sorry you experienced this and we would like to discuss your query offline to make sure this is avoided in future. One of our team will be in touch shortly to discuss this further…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Support unhelpful
17 reports · 22% of complaintsrising since 2025-08“I have been trying for three months to add a user to my account with no reply at all.”
The company replied on 2025-11-26: “Dear Mr. Burrow, We are sorry you experienced this and apologies for the delayed reply here. I understand that one of our team has been in touch to discuss this further with you. Kind Regards, The…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“my account has still not been reactivated and I continue to be unable to log in.”
The company replied on 2023-07-11: “Hi Suzzanne, We are sorry to hear about your recent experience with moneycorp. In order for us to be able to look into this matter for you can you please provide more details to…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“They have suspended my account for random checks which l have now been chasing twice a day and being fobbed off”
The company replied on 2025-10-10: “Dear Sebastian, We are sorry you experienced this and we would like to discuss your query offline to make sure this is avoided in future. One of our team will be in touch shortly to discuss this…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Misleading pricing
10 reports · 13% of complaintsfalling“I fell into the trap, with no time to consider or an agreement in writing, only a verbal contract”
The company replied on 2025-05-14: “Dear Joseph, We are sorry you experienced this and apologies for the delayed reply here. I understand that one of our team has been in touch to discuss this further with you. Kind Regards, The…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“I was totally misled by the "Free Withdrawals" advertising on the ATM machine.”
The company replied on 2024-10-25: “Hi Cedric, We are sorry to hear about your recent experience with moneycorp. In order for us to be able to look into this matter for you can you please provide more details to…”
Our classifier read this reply as a template response.
“I have no emails or letters warning me about any fees, so I have no idea where my money's gone.”
The company replied on 2022-09-27: “Hi Ali, We are sorry to hear about your recent experience with moneycorp. In order for us to be able to look into this matter for you can you please provide more details to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Billing errors
10 reports · 13% of complaintssteady“It never arrived. I had proof of it leaving which I showed them”
The company replied on 2023-01-12: “Dear Hattie We are sorry you experienced this and we would like to discuss your query offline to make sure this is avoided in future. One of our team will be in touch shortly to discuss this further…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“both of which have NOT arrived in my Spanish account.”
The company replied on 2023-07-11: “Dear Sandra We are sorry to hear about your recent experience with moneycorp. In order for us to be able to look into this matter for you can you please provide more details to…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I have over 260 euros stuck with Moneycorp.”
The company replied on 2026-05-13: “Hi Beatriz, thank you for sharing your feedback and for bringing this our attention. We're concerned to hear about the alleged account issues, the closure, and the delayed funds. We'll investigate…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Overcharging
9 reports · 12% of complaintsfalling“No response after many months!”
The company replied on 2024-01-29: “Hi Mike, We are sorry to hear about your recent experience with moneycorp. In order for us to be able to look into this matter for you can you please provide more details to…”
Our classifier read this reply as a template response.
“So Moneycorp have charged £44 on a 200 euro withdrawal.”
The company replied on 2023-08-02: “Hi Richard, We are sorry to hear about your recent experience with moneycorp. In order for us to be able to look into this matter for you can you please provide more details to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“I have no emails or letters warning me about any fees, so I have no idea where my money's gone.”
The company replied on 2022-09-27: “Hi Ali, We are sorry to hear about your recent experience with moneycorp. In order for us to be able to look into this matter for you can you please provide more details to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Compare Moneycorp with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-02.