We’re sorry to hear that things aren’t right
We’re available 9am to 6pm Monday to Friday, except for bank holidays and always available in the app to chat. If you need to speak to us outside of those times, drop us an email and we’ll get back to you as soon as we can.
In-app support
The most secure and convenient way to get in touch
Email us
Send us an email to complaints@monument.co
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.
Call the FOS
Call them on 0800 023 4567
Monday to Friday 8am to 5pm
Saturday 9am to 1pm
Online
Make a complaint online at financial-ombudsman.org.uk
Do you have any questions?
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 FAQ page.
