How do I make a complaint?
If something hasn’t gone as expected, we’d love the chance to put things right, so please get in touch to let us know what’s happened.
How to contact us
The quickest way to reach us is in-app via Settings > Help > Contact us, where our team is available 7 days a week, 9am–5:30pm. Alternatively, you can reach out through any of the options below:
Email: support@moneyboxapp.com (available anytime)
Phone: 0330 808 1866 (Monday to Friday, 9:30am–5pm)
Post: Support Team, Moneybox, 1-2 Hatfields, London, SE1 9PG
If you're emailing or writing to us, please include "Complaint" in the subject line or heading so we can get your message to the right team straight away.
What happens next?
Once we receive your complaint, we’ll send you an acknowledgment email to confirm we're on it and looking into what happened. We always aim to resolve things within 3 business days, but if we need a little more time to investigate, we'll keep you updated along the way.
For most complaints, we’ll issue a final response within 8 weeks. If your complaint relates specifically to payment services, we’ll usually provide a final answer within 15 business days.
For more information, including what to do if you’re not satisfied with our final decision, please see our Complaints Policy on our website.