Monzo: most-reported complaints
Automated analysis of 2,313 public Trustpilot reviews published 2025-03-21 to 2026-09-23. TrustScore 4.6 from 72,670 total reviews — see the Trustpilot page. Quick answer: is Monzo legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that Monzo's support is unhelpful, with 223 complaints (35% of identified issues) citing poor assistance. Account and app problems are the second most frequent concern, accounting for 211 reports (34%). Additionally, 99 reviewers (16%) stated that support was unreachable, while 81 reports (13%) fell into other categories, a trend noted as rising.
How to reach Monzo
These are the contact details Monzo publishes on its Trustpilot profile, as of our last check on 2026-09-23 — it publishes no phone number there, address 38 Finsbury Square, London, EC2A 1PX, GB.
The company claimed its Trustpilot profile on 2016-09-16, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-22. Trustpilot ranks it 17 of 48 in Bank. We last checked this profile on 2026-09-23 and found 152 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Live service status: monzo.statuspage.io.
Forum footprint: 986 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: “How do I move a DD from Lloyds to Monzo?”, “Prepaid Card for School Trip - Monzo/Revolut?”, “Monzo charged unexplained £150 for debit account switch”.
Elsewhere: 2.5★ on Google (0 reviews) · 4.9★ App Store (347,508) · 4.8★ Google Play (180,442)
TrustScore over time
4.6 → 4.6 across 14 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 (52%, 3.7d) · 2026-08-15 (52%, 3.7d) · 2026-08-20 (52%, 3.6d) · 2026-08-24 (52%, 3.5d) · 2026-08-27 (52%, 3.5d) · 2026-09-01 (51%, 3.5d) · 2026-09-04 (51%, 3.4d) · 2026-09-07 (51%, 3.4d) · 2026-09-10 (51%, 3.4d) · 2026-09-13 (51%, 3.4d) · 2026-09-16 (51%, 3.3d) · 2026-09-20 (51%, 3.3d) · 2026-09-23 (51%, 3.2d).
Severity: 33% of this company’s 630 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 June 2026, 78% of 86 one-to-three-star reviews were 1★; in September 2026, 74% of 78.
Counted from June 2026 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 (730 reviews record both dates).
Ombudsman outcomes
The Financial Ombudsman Service has published 2,449 decisions naming this firm, of which 33.2% were upheld in the customer’s favour (635 upheld, 178 partly upheld, 1,636 not upheld).
Covers decisions dated 2018-10-12 to 2027-06-30, 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.
What their policy promises
complaint process: in-app chat, email, letter, or phone
“At Monzo, we want to make it as easy as possible for you to communicate with us and voice a complaint, whether that's through in-app chat, sending us an email, writing a letter or calling us.”
complaint process: within 7 days
“At Monzo we strive to issue a final response within 7 days, and would love to do it even quicker in the future.”
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. No changes have been detected since we started watching on 2026-09-01.
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 417 negative reviews that received a public reply, the median wait was 0.8 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 417 company replies to negative reviews analysed, 31% engaged with the specific problem and 63% were generic templates.
What employees say
Employees rate Monzo 3.9★ overall from 1,071 reviews on Glassdoor — the inside view, kept separate from customer complaint statistics. Read the reviews there.
Review provenance: 1562 company-invited reviews in the recent window average 4.89★, while 188 organic (uninvited) reviews average 2.16★.
32% of its 1491 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: support unhelpful makes up 35% of this company’s complaints vs a 28% median across 169 ranked companies in its sector.
Review velocity: 15,203 of this company’s 72,670 Trustpilot reviews (21%) were written in the last 12 months.
What are the most common complaints about Monzo?
Support unhelpful
223 reports · 35% of complaintssteady“Monzo refused to make a payment I scheduled for immediate bank transfer.”
14 readers marked this review helpful on Trustpilot.
“Money taken from a failed transaction abroad left me totally stranded”
The company replied on 2026-07-30: “Hi Tim 👋 We're sorry to hear this. If you'd like to raise a complaint about this experience, please email [email protected]. They'll make sure to review everything in order to provide you with…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“systemic errors in the app and cannot open a simple business account”
3 readers marked this review helpful on Trustpilot.
Account/app problems
211 reports · 34% of complaintssteady“Monzo refused to make a payment I scheduled for immediate bank transfer.”
14 readers marked this review helpful on Trustpilot.
“systemic errors in the app and cannot open a simple business account”
3 readers marked this review helpful on Trustpilot.
“freeze my account although they couldn’t tell me a reason why”
2 readers marked this review helpful on Trustpilot.
Support unreachable
99 reports · 16% of complaintssteady“freeze my account although they couldn’t tell me a reason why”
2 readers marked this review helpful on Trustpilot.
“refuse to respond to basic questions or requests for clarification.”
The company replied on 2026-08-03: “Hi Daniel, thanks for your review. We’re really sorry to hear that you've had a bad experience here. If there’s anything more we can do to help here - or if you still need support - please chat with…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“Despite fully cooperating, they suddenly closed my account.”
The company replied on 2026-07-31: “Hey Fahid 👋 Thank you for taking the time to share your experience with us. We are really sorry to hear about how frustrating this situation has been for you. We completely appreciate how stressful…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Other
81 reports · 13% of complaintsrising since 2026-04“They take your money and then refuse to give it back.”
The company replied on 2026-06-13: “Hi Megan 👋 We're sorry to hear you've had a bad experience. If you'd like to raise a complaint about this, please email [email protected]. They'll make sure to review everything in order to…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“They didn’t get my money back after I got scammed”
1 reader marked this review helpful on Trustpilot.
“Refused charge back”
The company replied on 2026-05-30: “Hi Ben. Thanks for taking the time to leave a review. We appreciate you didn't get the outcome you were hoping for with your disputes, and are sorry for any frustration it's caused. If you'd like to…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Billing errors
55 reports · 9% of complaintsrising since 2026-04“Money taken from a failed transaction abroad left me totally stranded”
The company replied on 2026-07-30: “Hi Tim 👋 We're sorry to hear this. If you'd like to raise a complaint about this experience, please email [email protected]. They'll make sure to review everything in order to provide you with…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“the initially refunded the amount and then afterwards, would not refund the delayed fraudulent payments from that flight that came out after the fact.”
2 readers marked this review helpful on Trustpilot.
“Fighting to get a unauthorised payment taken from my account and all they want to do is blame Mastercard.”
The company replied on 2026-07-30: “Hey Paul 👋 We're really sorry to hear about your experience with this unauthorised payment and we completely understand how frustrating it is to feel like you are being passed around when trying to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Overcharging
42 reports · 7% of complaintssteady“they then blocked my account shut it down and I have now lost all my money”
The company replied on 2026-07-31: “Hey Josh 👋 We're so sorry to hear about your situation and we hope you're doing okay. If you still need help, please let the team in the Monzo app know and they will do their best to support you. We…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“When you are fortunately scammed or money taken with our error they do not fight to get it back.”
The company replied on 2026-07-13: “Hey Bilal 👋 We’re sorry to hear about your experience and appreciate how frustrating this must be. If you’d like us to review how your case was handled, you can raise a complaint by emailing…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“I found out recently they charge 3% on ATM withdrawals.”
1 reader marked this review helpful on Trustpilot.
Compare Monzo 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 2026-09-23.