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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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.
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 investigate your claim and keep you updated through the app. 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.
FAQ
How long does a Monzo dispute take?
The timeframe can vary significantly, from a few days to several weeks, or even months, depending on the complexity of the case and how quickly the merchant's bank responds. 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.
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Reclaim it now, free →More money you might be owed
- UKHow to get a refund for a faulty product (even 'out of policy')
- UK / EUHow to get a refund when your order never arrived
- EUResolve a cross-border online purchase dispute (ECC-Net)
- SpainCómo reclamar la devolución por un producto defectuoso en España
- PortugalDevolução de produto com defeito em Portugal
- FranceProduit défectueux : garantie légale de conformité en France
A self-serve tool, not a law firm. General information, not legal advice.