Complaints Policy

How to make a complaint

If you’re not happy with our services, we advise you to first contact our Customer Services team through the in-app chat or by emailing us at help@monese.com. Our friendly support team is there to help resolve issues quickly. 

If you prefer to file a formal complaint via our online complaints form, you can do so here.

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

If your complaint involves the Cash Advance service, which is powered by SteadyPay Limited, we’ll share relevant details of your complaint with SteadyPay Limited. If you have any complaints about your lender SteadyPay, you should contact SteadyPay Limited directly.

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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 calendar 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 within those 15 calendar days to explain the delay. We’ll also let you know when you can expect our full response, which will be no later than 35 calendar 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 the Financial Ombudsman Service within six months of the date we sent (or should have sent) our final response.

Financial Ombudsman Service
Exchange Tower
London E14 9SR

Details of the service offered by the Financial Ombudsman Service are available at:
financial-ombudsman.org.uk