Help and support FAQs

You can contact us:

• Through your Monument app, the most secure way for existing clients.
• Call us by telephone on 020 4524 8080.
• Email us at service@monument.co.

We’re available from 9am to 6pm, Monday, Tuesday, Wednesday and Friday. On Thursdays, we're available from 10am to 6pm. We're closed on bank holidays and weekends.

If you need to get in touch outside of those times, drop us an email and we’ll get back to you as soon as we can.

Whether you’re facing financial, health or other personal challenges, we are here to listen and work with you to understand how we can best help you. We are committed to working with our clients to best support their banking needs. Some reasons why you may choose to get in touch may include:

• A health condition (physical or mental). 
• A recent life event such as bereavement or job loss. 
• Feeling overwhelmed, stressed or isolated. 
• Finding it hard to understand or manage your finances. 

If your circumstances are affecting how you manage your money or interact with us - now or potentially in the future - you can let us know securely and discreetly in the Monument app. To notify us of your individual circumstances, additional support or accessibility needs, you can do this in-app by tapping on ‘More’ at the bottom right of the app, then tap ‘Extra help and support’.

If you prefer to speak to someone directly, you can call our Client Services team on 020 4524 8080, chat to us in-app or send an email to service@monument.co. Our opening hours are:

• Monday: 9am to 6pm.
• Tuesday: 9am to 6pm. 
• Wednesday: 9am to 6pm. 
• Thursday: 10am to 6pm. 
• Friday: 9am to 6pm. 
• We're closed on bank holidays and weekends. 

If you need to update the information you've previously shared, you can do this by contacting our Client Services team on the phone, email or live chat. Your privacy matters to us. Any information you share will be handled securely and confidentially, in line with our Privacy Notice.

If you've lost someone, it may be a struggle to know what steps you need to take next. The steps below are provided to assist you through this difficult time but if you would like to discuss this in more detail, please call us on 020 4524 8080 or alternatively send an email to service@monument.co and we will arrange an appropriate time to call you back.

• The first steps you will need to take are to register the death and get a death certificate.
• If you're the next of kin, executor, or a representative for the person, you can contact us using the details above.
• We will ask you for some information about the account, proof of death (original or certified copy of the death certificate) and proof of identification of the person(s) dealing with the estate.
• Once you have provided us with this information, we will let you know what the next steps are including any additional information or documents we require.

It's important to get support during this difficult time. There are various organisations available to support you and your family following a bereavement. Here are some organisations to provide additional support:

Cruse Bereavement Care - https://www.cruse.org.uk/
Help with understanding and coping with grief following the death of someone close.

Citizens Advice - https://www.citizensadvice.org.uk/
Free legal advice and support.

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Gov.uk - https://www.gov.uk/when-someone-dies
What to do when someone dies: Step by step

We are committed to supporting you, but we understand that you may sometimes need support beyond banking. Below, we have listed some organisations that offer specialist support and guidance.

Mind: www.mind.org.uk
A mental health charity, offering information and advice.

Samaritans: www.samaritans.org
Provides emotional support through their listening service - offered via phone (116 123), email or web chat.

Citizens Advice: https://www.citizensadvice.org.uk
Free legal advice and support.

Step Change: https://www.stepchange.org
Impartial debt advice service.

Cruse Bereavement Care: https://www.cruse.org.uk
Help with understanding and coping with grief following the death of someone close.

We're sorry to hear that things aren't right. If you have a complaint, please contact us in any of the following ways:

• Through your Monument app, the most secure way for existing clients.
• Call us by telephone on 020 4524 8080.
• Email us at complaints@monument.co.

We'll aim to respond as soon as possible. Please read more about complaints on our How to complain page.