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Jilly Thompson

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Review of the Monzo, Current account:

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OUSTANDING telephone customer care with genuine warmth.

For an in-app only bank, their telephone helplines are utterly brilliant. As well as the total ease of signing up. I've had a Monzo account for about 2 years. During that time I've had a lot of bad stuff happen (like most in the UK - covid deaths of family members, change of address, tech problems with my phone because I couldn't afford a new one with the funerals I had to pay for). In that time I've had to phone Monzo 3 times. Not for their issues but my tech ones (hey- they're a bank not the Samaritans!) But they've been extraordinary. They answer their phones quickly (or at least a lot more quickly and with far easier dial-through than other banks. Which counts for a lot). With the loss of high street banks, to have a real-life person who actually cares on the end of a phone is a revelation. They've sorted my issues quickly and with genuine human warmth. They want their customers to feel looked-after. And they've achieved it. Other people I've switched on to them say the same. So it's not just me. Finally, if you have an award for Call Centre Support Person of the Year, I'd like to nominate 'Marissa' from their Birmingham call centre. She should be training all other call centre workers, she's that good. Total efficiency with total care. Monzo has restored my faith in banks. Jilly. Reviewed on: 25th January 2022

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