Monument: most-reported complaints
Automated analysis of 317 public Trustpilot reviews published 2024-02-23 to 2026-09-02. TrustScore 4.8 from 1,921 total reviews — see the Trustpilot page. Quick answer: is Monument legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with account and app functionality, citing 37 instances of problems such as unanswered emails. Support-related concerns are also frequent, with 24 reports of unhelpful assistance and 22 reports of unreachable customer service. Additionally, 16 reviewers mentioned misleading pricing, describing experiences that felt like bait-and-switch tactics.
How to reach Monument
These are the contact details Monument publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 020 4524 8080, email [email protected], address 33 Cavendish Square, London, W1G 0PW, GB.
The company claimed its Trustpilot profile on 2021-12-01, uses Trustpilot’s paid features, and last replied to a negative review on 2026-07-15. Trustpilot ranks it 12 of 19 in Savings Bank. We last checked this profile on 2026-09-24 and found 4 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 21 MoneySavingExpert forum discussions mention this company (browse). Roughly 2 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: “Is monument bank ok”, “Monument Bank”, “Monument Bank”.
TrustScore over time
4.8 → 4.8 across 15 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 (87%, 4.5d) · 2026-08-15 (87%, 4.5d) · 2026-08-18 (87%, 4.5d) · 2026-08-21 (87%, 4.5d) · 2026-08-24 (87%, 4.5d) · 2026-08-27 (87%, 4.5d) · 2026-08-30 (87%, 4.5d) · 2026-09-02 (87%, 4.5d) · 2026-09-08 (87%, 4.5d) · 2026-09-12 (87%, 4.5d) · 2026-09-15 (87%, 4.5d) · 2026-09-18 (87%, 4.5d) · 2026-09-21 (87%, 4.5d) · 2026-09-24 (87%, 4.5d).
Severity: 25% of this company’s 99 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 December 2024, 58% of 24 one-to-three-star reviews were 1★; in December 2025, 50% of 10.
Counted from December 2024 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 2.7 days between the experience and publishing their negative review (108 reviews record both dates).
Ombudsman outcomes
The Financial Ombudsman Service has published 67 decisions naming this firm, of which 40.3% were upheld in the customer’s favour (21 upheld, 6 partly upheld, 40 not upheld).
Covers decisions dated 2013-05-30 to 2020-09-18, by the acceptance-deadline date the Ombudsman publishes — not the date the complaint was decided.
Official published outcomes from the Financial Ombudsman Service, not our analysis. Uphold rates reflect the cases that reached the ombudsman, not all complaints. source.
Measured reply time: across 98 negative reviews that received a public reply, the median wait was 3 days — the company profile reports an average of 5 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 98 company replies to negative reviews analysed, 44% engaged with the specific problem and 38% were generic templates.
Review provenance: 149 company-invited reviews in the recent window average 4.83★, while 94 organic (uninvited) reviews average 4.69★.
9% of its 222 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 37% of this company’s complaints vs a 25% median across 100 ranked companies in its sector.
Review velocity: 752 of this company’s 1,921 Trustpilot reviews (39%) were written in the last 12 months.
What are the most common complaints about Monument?
Account/app problems
37 reports · 37% of complaintsfalling“Sent a couple of emails to chase up, never got the courtesy of a reply.”
The company replied on 2024-07-12: “Thank you for your feedback. We're sorry that your experience with us didn't meet your expectations. If you contact our client services team on 020 4524 8080 or email us at [email protected], they…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“they’ve blocked me on the app They’ve cut all communication with me”
The company replied on 2024-09-20: “Hello Azam, thank you for taking the time to leave a review. As communicated by our team to you, we have regulatory obligations that we must abide by and cannot discuss cases like this on a public…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“We have also been locked out of our account for some inexplicable reason.”
The company replied on 2025-05-07: “Hello Matthew, Thank you for your review. We’re sorry your experience didn’t meet the standards we set for ourselves, and we understand how frustrating that must have felt. We believe our Client…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Support unhelpful
24 reports · 24% of complaintsrising since 2025-11“So my money has ‘disappeared’ which is extremely unnerving”
The company replied on 2025-05-14: “Hello Alison, Thank you for taking the time to leave a review. We’re sorry to hear your experience didn’t meet the high standards we set for ourselves, and we understand how frustrating that must…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“they will pretend there is no response in 1 minute and close the chat.”
The company replied on 2025-11-17: “Hello Carlos, We're sorry our chat function hasn't worked as it should. We would like to get this resolved for you. Our Client Services team can help if you can call them. They're available Monday,…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“support are very slow at getting back to you.”
The company replied on 2025-04-24: “Hello LifesTooShort, Thank you for your review. We’re sorry to hear about the difficulties you experienced and that our chat function let you down. We’ve shared your feedback with our Product team to…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Support unreachable
22 reports · 22% of complaintsfalling“Sent a couple of emails to chase up, never got the courtesy of a reply.”
The company replied on 2024-07-12: “Thank you for your feedback. We're sorry that your experience with us didn't meet your expectations. If you contact our client services team on 020 4524 8080 or email us at [email protected], they…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“they’ve blocked me on the app They’ve cut all communication with me”
The company replied on 2024-09-20: “Hello Azam, thank you for taking the time to leave a review. As communicated by our team to you, we have regulatory obligations that we must abide by and cannot discuss cases like this on a public…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“my access to the app has been blocked”
The company replied on 2024-12-17: “Hello Kobir, thank you for taking the time to leave a review. As our team has communicated, we have regulatory obligations that we must abide by and cannot discuss cases like this on a public forum…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
Misleading pricing
16 reports · 16% of complaintsrising since 2025-11“Monument cut it within ONE month. Feels like bait-and-switch.”
The company replied on 2026-01-27: “Hello Harindra, We're sorry you're disappointed. We know it's frustrating when rates change. The interest rates on our variable rate accounts may be changed for a variety of reasons, including…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“The offer for referral scheme is only seen on the app after you fund your account.”
The company replied on 2025-11-18: “Hello Alison, We're sorry you've had difficulty with our referral programme. Our terms and conditions state that you need to use the tracking link sent directly by your referrer, as this is how we…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“Even though I'm a new client I cannot get the boosted rate”
The company replied on 2025-11-18: “Hello Liberty, We're sorry you've had a frustrating experience opening your accounts with us. Our terms and conditions for the Easy Access Savings account state that the additional fixed bonus rate…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
Other
13 reports · 13% of complaintssteady“interest rate has been reduced by 0.5%”
The company replied on 2025-05-15: “Hello Ronald, Thank you for taking the time to leave a review. The Bank of England lowered its base rate again on 8 May 2025. We held off making changes after the February cut to give clients more…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“Monument keep telling the new provide that there is not enough funds to do so”
The company replied on 2025-11-19: “Hello Roger We're sorry to hear you've had such a challenging experience with your ISA transfer. We can see that your previous provider rejected your transfer request. We appreciate that this is…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“We have also been locked out of our account for some inexplicable reason.”
The company replied on 2025-05-07: “Hello Matthew, Thank you for your review. We’re sorry your experience didn’t meet the standards we set for ourselves, and we understand how frustrating that must have felt. We believe our Client…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Contract term changes
8 reports · 8% of complaintsrising since 2025-11“I received notice that the interest rate was to drop by 0.49 % in two weeks time.”
The company replied on 2025-05-19: “Hello Nicolas, Thank you for taking the time to leave a review. We understand how frustrating it can feel to join a bank, only to see rates change shortly after. As mentioned in our recent email, we…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“Redused the guaranteed interest rate within one month of opening an account.”
The company replied on 2026-01-12: “Hello Harindra, We're sorry you're disappointed. We know it's frustrating when rates change. Our variable rate accounts move in line with the Bank of England base rate and market conditions. This…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“they are supposed to give 14 days notice of an interest reduction,so they have contravened this”
The company replied on 2024-12-11: “Hello Peter, please accept our sincere apologies for the email that was sent on the 10th December 2024. We incorrectly stated that the interest rate changes would take effect from 10 December 2024.…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
Compare Monument 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 2026-09-07.