Help and support FAQs

We’re available 9am-6pm Monday to Friday, closed Saturday, Sunday and bank holidays. If you need to get in touch when we’re offline, send us an email and we’ll get back to you as soon as we can.

You can contact us in whichever way is most convenient for you including the Monument app, by email on service@monument.co or by telephone. For more information, please refer to our contact us page.

We’re sorry to hear that things aren’t right. If you have a complaint, please contact us via:

• In-app support: the most secure and convenient way to get in touch
• Call us: 020 4524 8080
• Email us: Send an email to complaints@monument.co. We’ll aim to respond as soon as possible.

Please visit our how to complain page to learn more.

You can close your Easy Access Savings account in the Monument app by tapping on your account > settings icon > then tapping the 'Close my Easy Access Savings' button at the bottom of the screen.

To close any other account, please contact us through the Monument app or by email at service@monument.co.

Where you have opened a Fixed Term Deposit, you have agreed to keep your funds with us for the duration of the term, so you cannot close your account before the end of the term.

1. Call your mobile phone provider and, if necessary, arrange for a new phone and a second SIM.
2. Use the new phone to log in to the Monument app and reset your PIN.
3. If your phone has been stolen, please report it to the police.

Whether you're facing financial, health, or other personal challenges, you can choose to share this with us. We'll listen and work together with you to understand how we can support your banking needs.

Ways to get in touch with our Client Services Team:

• In-app chat in the Monument app
• Email us at service@monument.co
• Call us on 020 4524 8080

Any information you share will be treated securely and confidentially, and only used to support you. You can contact our Client Services Team to update or remove your details

We’re 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.

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