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 have a complaint, please contact us via:
The most secure and convenient way to get in touch
Send us an email to
complaints@monument.co. We’ll aim to respond as soon as possible
By telephone on 020 4524 8080 We’re available 9am-6pm Monday to Friday and 9am-1pm on Saturday, closed Sunday and bank holidays.
Our commitment
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.
Make a complaint online:
financial-ombudsman.org.uk