How to complain

We're sorry to hear that things aren't right.

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, drop us an email and we’ll get back to you as soon as we can.

In-app support

The most secure and fast way to get in touch.

Email us

Send us an email to

Call us

By telephone on 020 4524 8080


Your trust, our responsibility.

We treat all complaints seriously and will try to resolve them as quickly as we can, and usually within 3 days.
We will always write to acknowledge your complaint and to let you know we are looking into it.  We will keep you informed, and if we need more information will contact you to ask for it.
More complicated matters can take longer, but we’ll aim to investigate and resolve your complaint as soon as we can, but no later than 8 weeks from the point of receipt.
Where your complaint relates to a payment, we will aim to resolve the matter within 15 days and no later than 35 days for more complex complaints.

If you are still not happy.

If you are not happy with our final response to your complaint, or how we have handled it, then you may be able to approach the Financial Ombudsman Service for help.

We’ll let you know if your complaint is eligible for referral.The Financial Ombudsman Service (FOS) is an independent body which is set up to help resolve customer complaints against financial services providers. They have rules on the type of complaints that can be referred to them which you would need to check in advance.

contacting the FOS


Call them on 0800 023 4567

Monday to Friday - 8am to 5pm
Saturday - 9am to 1pm


Make a complaint online:

Do you have any questions?

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

See FAQs