Complaints Policy

UK Customers
EU Customers

How to make a complaint

If you’re not happy with our services, you can make a complaint to our Customer Services team through the in-app chat or by emailing us at complaints@monese.com. To help us investigate and resolve your complaint, please provide the following information:

  • Your full name
  • The phone number and email address associated with your account
  • A clear description of the issue
  • When the problem first occurred
  • How you would like us to resolve the matter for you

After you submit a complaint, we’ll communicate with you by email to resolve it.

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How and when we’ll respond

We acknowledge complaints via email within 3 business days. In the acknowledgement email we'll share details about the complaints process.

We’ll handle your complaint within an appropriate timeframe and, in any event, no later than 15 Working Days after we receive it.

If we’re unable to resolve your complaint within this time due to reasons beyond our control, we’ll email you to explain the delay. We’ll also let you know when you can expect our full response, which will be no later than 35 Working Days after we received your complaint.

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How to refer your complaint to the Financial Ombudsman Service

If you’re unhappy with how we’ve handled your complaint, you can refer it to Ombudsfin, the ombudsman for financial disputes, within one year of the date we sent (or should have sent) our final response.

Ombudsfin
North Gate II
Boulevard du Roi Albert II, no 8, bte. 2
1000 Bruxelles
Belgium

Details of the service offered by Ombudsfin are available at: www.ombudsfin.be

You can also refer your complaint to the FPS Economy / FOD Economie / SPF Economie, Directorate-General for Economic Inspection:

North Gate II
Koning Albert II Laan 16 / Boulevard du Roi Albert II 16
1000 Bruxelles
Belgium

Telephone: +32 2 277 54 84
Email: eco.inspect.fo@economie.fgov.be
Online form: www.economie.fgov.be