How to dispute a transaction with Monzo
If you've paid for something with your Monzo debit card and it hasn't arrived, was faulty, or you were scammed, you can dispute the transaction. Monzo offers an in-app process to help you recover your money. This guide explains how to use it effectively.
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Your rights
When you pay with your Monzo debit card, you are protected by the card scheme rules (Visa or Mastercard). These rules allow for a 'chargeback' in situations where a transaction was unauthorised, goods or services were not delivered, were faulty, or the merchant failed to provide the service. Monzo, as your bank, facilitates this chargeback process on your behalf for card payments. This process does not apply to bank transfers or direct debits.
Step by step
- 1First, try to resolve the issue directly with the merchant. Gather any evidence of your attempts to contact them and their response, or lack thereof.
- 2Open your Monzo app, find the transaction you want to dispute, and tap on it. Select 'Something wrong? Get help' or 'Dispute this transaction' (wording may vary slightly).
- 3Follow the in-app prompts, providing all requested information and uploading any evidence you have, such as order confirmations, communication with the merchant, photos of faulty items, or proof of non-delivery.
- 4Monzo will review the information you submitted within 10 days. They will keep you updated through the app. Where possible, Monzo may issue a temporary refund, but this is not available for every dispute and is not a final decision. If a temporary refund is issued, you may have to repay it if the merchant later shows the charge was correct. Respond promptly to any requests for further information and be prepared to wait while they communicate with the merchant's bank.
What they'll say, and your comeback
“You need to contact the merchant first.”
Comeback, I have already contacted the merchant multiple times and attempted to resolve this directly, but they have been unable or unwilling to help. I have attached evidence of my attempts.
“This transaction is outside the dispute timeframe.”
Comeback, I believe this issue falls within the card scheme rules for dispute, which can extend up to 120 days from the date I became aware of the problem, or even longer in some cases like non-delivery.
“We require more evidence to proceed with your claim.”
Comeback, Please specify exactly what additional evidence you require. I am happy to provide anything further to support my claim.
What actually happens
In practice, the first step of contacting the merchant directly is often the quickest way to resolve an issue. If that fails, Monzo's in-app process begins with a review within 10 days. Many consumers find that a temporary refund is issued during this initial phase, which can provide immediate relief, but it is important to remember this is not a final decision and can be reversed if the merchant successfully challenges the claim. The full dispute process can be lengthy, taking 8 weeks if the merchant does not respond or agrees, and up to 12 weeks if they challenge the charge. Patience is key, as is providing clear, comprehensive evidence from the outset. While the process can feel slow, persistence often pays off, with many disputes resolved in the consumer's favour.
FAQ
How long does a Monzo dispute take?
Monzo reviews your submitted information within 10 days. A dispute can take 8 weeks if the merchant agrees or does not reply. If the merchant challenges the dispute, it can take up to 12 weeks. Monzo will keep you updated in the app.
What if Monzo denies my dispute?
If Monzo denies your dispute, they should provide a clear reason. You can ask for a review of their decision. If you remain dissatisfied, you may be able to escalate your complaint to the Financial Ombudsman Service (FOS) after receiving a final response from Monzo.
What are my rights if I receive faulty goods?
Under the Consumer Rights Act 2015, you have a short-term right to reject faulty goods within 30 days of delivery. If the trader agrees you are entitled to a refund, it must be made without undue delay and no later than 14 days after that agreement. For faults appearing within six months of delivery, the law generally presumes the fault was present at delivery, unless the trader can prove otherwise.
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Sources
A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-10-10.