Customer Privacy Notice

When you sign up for a Monzo account or use our services

• personal details like your name, date and place of birth

• contact details like your home address (and previous addresses), email and phone number

• information about your identity, such as a copy of your ID document, a short video of yourself

• information about your right to live in the UK and your tax residency

• financial details, such as your employment status and the industry you work in, annual income, number of dependents, residential status and monthly housing costs

• details you give us when you sign up for a specific service, like your National Insurance number if you open an Individual Savings Account (ISA)

• if you apply for credit, we'll ask for details about your financial circumstances and reasons for borrowing

• details you give us which we pass to our partners when you let us know you're interested in their services

• information you give us through in-app chat, emails and in-app forms;

• answers you give to surveys about Monzo and our services

• details about payments to and from your Monzo account, your savings activity and any overdrafts, loans or Monzo Flex offers you use

• details about who you split a bill with (for example, the contact's name, email, phone number, and transaction details)

• details about services from us and our partners that you show interest in

• details about how you use our app

• all the countries you're a tax resident in and your Tax Identification Number for each one.

When you use our website or social media

• your social media handle

• your interactions with our website or social media channel

• direct messages you send to our social media pages

When you get in touch

• the phone number you're calling from and information you give us during the call (we record all calls)

• the email address you use and the contents of your email and any attachments

• public details from your social media profile (like Facebook, Instagram or Twitter) if you reach out to us via these platforms, and the contents of your messages or posts to us

• details about why you are contacting us

• details of any support needs or communication preferences you disclose to us

• details of the device that you are contacting us from.

We may collect some data from your device

• provide our services to you

• keep your data safe

• improve features for you

• show you relevant advertising through our third-party advertising services on non-Monzo sites

• perform data analysis to measure and improve our advertising channels

• mobile network and operating system, so we can analyse how our app works and fix any problems

• IP address and device ID (we may link your mobile number with your device)

• mobile advertising ID, so we can share it with companies that help us with advertising online (you can reset this ID or limit tracking in your phone 'Settings')

• location, if enabled, so we can help protect your account; and phone contacts (we don't store your phone contact list)

• actions taken in our app.

From external sources

• credit reference agencies to verify your identity, check if we can offer you an overdraft and manage business risk (this is a 'soft search' and won't impact your credit score);

• if you take out a loan, use Monzo Flex, or turn on your overdraft for the first time, we do a full search (which may impact your credit score). We also use this info to check you can continue to afford your loan and as part of our commitment to supporting and helping our customers, we may use this information, alongside other information we hold about you, to identify signs that you may be at risk of financial difficulties

• fraud prevention agencies, KYC (Know Your Customer) and AML (Anti Money Laundering) service providers to fulfil our legal duties.

• official public records, like the Electoral Register or Companies House; and

• information published by the press or on social media.

Special category data

• racial or ethnic origin

• political opinions

• religious or philosophical beliefs

• trade union membership

• genetic or biometric data (if used for identification purposes)

• information concerning a person's health, sex life or sexual orientation

• adhere to regulations

• prevent fraud

• support you if you are, or become, a vulnerable customer.

• substantial public interest, such as to authenticate your identity using biometric data

• vital interests, if it’s necessary to protect your or another person’s life and you can’t consent

• explicit consent, in limited circumstances that have been brought to your attention.

• decide if we can give you a Monzo account and products based on information such as your age, residency, nationality, financial position, and other circumstances, like the results of anti-money laundering and sanctions checks and information from Credit Reference Agencies where applicable (borrowing products);

• decide if you’re eligible for products offered by our Partners

• decide if we need to take action, like freezing a transaction or account because we suspect fraud or money-laundering against Monzo or a customer. We decide this based on patterns in our data, like an account or policy being used in a way that fraudsters work

• decide if our services and products, or those of companies we work with, are suitable for you so that we can tailor our marketing

• complete initial assessments for disputed transactions you raise through the app.

• contractual duty

• legal obligation

• legitimate interest

• public interest

• vital interest

• consent

We need to use your data for a contract we have with you, or to enter into a contract with you

• consider your applications

• give you services we agreed to in line with our, and our partners, terms and conditions

• send you messages about your account and other services you use if you get in touch, or we need to tell you about something

• exercise our right under contract we’ve entered into with you, like managing, collecting and recovering money you owe us

• investigate and fix complaints and other problems

• support you if you contact our customer support team, or to help investigate complaints

• provide you with our personalised Monzo service through the app based on your financial goals, preferences, your use of the service and other information you tell us.

Legal obligation

• confirm your identity when you sign up or get in touch

• check your record at immigration and fraud prevention agencies

• prevent illegal activities like money laundering, tax evasion and fraud

• check your credit history and ask about your reasons for applying and your financial circumstances

• keep records of information we hold about you in line with our legal and regulatory requirements

• adhere to laws and regulations (these mean we sometimes need to share information with regulators, tax authorities, law enforcement or other third parties)

• compare information we hold about you with tax residency information to make sure we don’t have a reason to doubt it

Legitimate interest

Product development and marketing

• tell you about products and services through our app or other channels, like social media companies, based on how your use our products and services and other information we hold about you

• may also exclude ads on this basis so we can make sure our ads are useful and relevant, including instructing platforms to show or not show Monzo adverts to existing customers

• enter you into, and run, prize draws

• share limited information about you with social media companies, other communication platforms, and analytics and search engineer providers

• improve our products and services based on how you respond to ads we show you

• may ask for feedback if you’ve shown interest in a service. We do this so that we can make our products better and understand how to market them

• use the information you share with us, data we get from our partners and data Monzo has about you to suggest features and products you’d find useful

• use data Monzo has about you to check that you are eligible for products that we show you

• share insights with the public about trends

• may use the personal information you give us to test third party services

• may use your personal data to train, test and analyse the performance of AI tools that we develop and use

• decide what type of marketing content to send to you by email and push notification (if you have asked to receive this from us)

• recommend other products and services in our app that we think you’ll like.

Give you special features

• show where you bought something with Google maps

• send you travel reports when you are abroad (we do this using transaction data, not by tracking your phone)

• give you reports on how you’ve spent and/or saved money using Monzo

• personalise your visual experience in the Monzo app, like choosing a picture for your virtual card based on what you’ve told us you’ll use it for

• show your profile pictures,name and phone number to Monzo contacts in their app if you have not turned off your profile privacy settings (if you pay someone, they’ll see your name regardless. It’s our legal duty to show this).

Give you tailored support

• record information that you provide us about your support needs

• provide signposting for support that we think may be relevant for your needs

• record your communication preferences or any of your reasonable adjustments

• tailor the support we provide to manage your account

• reach out to you about information that you provide us via our ‘Share With Us’ feature to see how we can best support you.

Security and business management

• protect the rights, property or safety of us, our customers and others

• carry out security and maintenance checks to make sure everything runs smoothly

• manage Monzo’s business risk and finances

• share information with credit bureaus and crime prevention agencies so we can benefit from up-to-date information when we make decisions about our products and services and to help us make responsible lending and investing decisions and fight financial crime

• store backup copies in case we face a legal claim about the information

• share information with companies so they can help us provide our services, including to validate your card status with card producers and networks or card transaction processors to ensure your card is not used for fraudulent purposes.

• use information to provide customer service.

Public interest

• use facial recognition technology to identify people who use our services in the Monzo app to prevent or detect unlawful acts

• record information about your health if it’s necessary to protect your economic well-being or to safeguard your overall wellbeing if you are at risk and enable us to tailor the support we give you

Vital interest

Consent

• tell you about our, or our partners, products and services by email or push notification if we think they’re of interest to you. You can unsubscribe from these by email or in the app (if you don't want to see lending promotions in the app, you can opt out in ‘Settings’)

• help protect you against fraud by tracking the location of your phone if you've authorised it

• tell people that you have a paid account

• share information, including special category data, about you with companies we work with when we need your permission (see ‘Who we share your data with’)

• details about other bank accounts you hold when you use our connected banks feature or connect using open banking

• fetch your full credit file

• eligibility check for your borrowing products

• companies that make our Monzo cards

• card producers and networks, like MasterCard

• card processing partners

• payment service providers for certain bank transfers

• analytical, Know Your Customer (KYC) and cyber security service providers that help us with identity verification or fraud checks

• cloud computing power, storage and software providers

• our business intelligence and analytics platform provider

• companies that help us with functional analytics (to help us solve technical problems with the app, for example)

• companies that help us with marketing (we won't share identifiable personal data with third parties for their own direct marketing unless you give us permission, and you can opt out any time)

• we may also get information about you from some of our partners, which provides us with further insights to suggest features and products you'd find useful. You have the right to object to this processing and can do so by turning off personalised marketing in the app

• software companies that we use to email you, or for processing and storing emails with you

• companies that help us with customer support

• companies that help us with fraud prevention

• your trusted contact, so that they can review your transactions

• companies that offer benefits or rewards through special programmes you sign up to in the app

• some merchants that we work with to offer you cashback, so they can confirm your purchase qualifies for cashback. To find out how each merchant handles your information, please read their privacy notices

• digital wallet providers. For example, if the functionality is available we may share your Flex monthly payment options so that they can be displayed to you through the wallet provider

• companies that print written statements and notices

• companies that manage our CCTV and security if you visit our offices

• third-party advertising services to show you relevant ads on non-Monzo sites and measure ad performance.

Credit reference agencies (CRAs)

• your name, address and date of birth

• accounts you have, including when you opened them and money going into them (if you owe us money, we'll also share your balance)

• credit applications you've made and limits you've turned on

• if you've borrowed, details of your loan (including through Monzo Flex) and repayments (like whether you repay in full and on time)

• fraud prevention information.

• verify your identity and make sure what you've told us is true;

• help detect and prevent fraud and money laundering;

• assess whether you can afford to make repayments if you borrow;

• manage your account with us;

• trace and recover debts; and

• make sure our offers are relevant for you.

Fraud prevention agencies (FPAs)

Anyone you give us permission to share it with

• companies that introduce their own services via the Monzo app, like insurance or remortgaging companies or cross border credit bureaus

• other customers you want to set up joint Monzo accounts with

• other apps

• other banks if you use account switching or aggregation services

• people you've asked to represent you, like solicitors and debt management companies.

Law enforcement and other external parties

• authorities that spot and stop financial crime, money laundering, terrorism and tax evasion if the law says we have to, or if it's necessary for other reasons

• the police, courts or dispute resolution bodies if we have to

• local health authorities, such as Adult Social Services, to safeguard your wellbeing

• other banks to help trace money if you're a victim of fraud or other crimes, or if there's a dispute about a payment

• any other third parties where necessary to meet our legal obligations.

Debt Purchasers

Credit Brokers

Other Monzo Group companies

Savings Accounts

Credit Insights on free account

Mortgages

Monzo Paid Plans

• details of anyone else that you have asked to be covered on the travel insurance and breakdown cover

• usage of the extras

• Assurant Privacy Notice (phone insurance)

• Qover Privacy Notice (travel insurance)

• LoungeKey Privacy Notice (airport lounge access)

• RAC Privacy Notice (breakdown cover)

• Greggs Privacy Notice (weekly hot drink or snack)

• Trainline Privacy Notice (Annual railcard)

• Vue Privacy Notice (1 ticket every month + 10% off food and drink)

Information we get from Credit Reference Agencies

• your credit score;

• information from your credit report that explains your credit score, your full credit report

• reasons why your score has changed, if there have been any changes since the previous month

• actions that you can take to help improve your credit.

Open Banking

• full legal name of any account holders and status (open/closed)

• your account number, sort code

• your account balance

• details of transfers in the last 13 calendar months. This includes transaction amounts, currencies, exchange rates, merchants and information about people who've paid you

Investments and Pensions

Under 16s Accounts

Home & Contents Insurance

• personal details such as your full name and address

• contact details, such as your phone number and email address

• your residential status and property information

• details about your policy and claim

• details in relation to any communications and complaints

• your accessibility needs

We may collect information about you when

• you use our website or you interact with our social media pages

• you pay a Monzo customer

• a Monzo customer pays you

• when you are named as a beneficiary on a Monzo policy

• when you contact Monzo

• you are added to Monzo Split

The information we might collect and hold about you includes;

• your name

• your identity documents

• your contact details, such as your email address, phone number and address

• payment details including card details, transactions details and any references

• your cookie and tracking preferences

• interactions you have had with Monzo

• your social media handles and posts

• Monzo Splits that you are added to

• tab notification settings

• bills that you upload

• payment details

Our reasons for using special category information

• mental or physical health

• racial or ethnic origin

• political opinions

• religious or philosophical beliefs

• trade union membership

• genetic or biometric data (if used for identification purposes)

• information about sex life or sexual orientation

• adhere to regulations

• prevent fraud.

• substantial public interest, such as to authenticate your identity using biometric data

• vital interests, if it’s necessary to protect your or another person’s life and you can’t consent

• explicit consent, in limited circumstances that have been brought to your attention.

Automated decision making

• we need to take action, like freezing a transaction or account because we suspect fraud or money-laundering, or other unlawful activity against Monzo or a customer. We decide this based on patterns in our data, like an account or policy being used in a way that fraudsters work.

• our services and products, or those of companies we work with, are suitable for you so that we can tailor our marketing.

We need to use your data for a contract to:

• facilitate a payment;

• send you receipts of your payment;

• help you with your queries;

• ensure that we are talking to the right person; and

• supply you with services such as insurance

We need to use your data to comply with the law to:

• confirm your identity when you sign up or get in touch;

• check your record at fraud prevention agencies;

• prevent illegal activities such as financial crime;

• keep records of information we hold about you in line with legal requirements;

• adhere to banking laws and regulations (these mean we sometimes need to share customer details with regulators, tax authorities, law enforcement or other third parties); and

• detect and monitor fraud and other crimes

When it’s in our ‘legitimate interest’

• analytics to help us solve problems with services you use

• product and service development to deliver you better offerings

• tell you about products and services through channels such as social media, depending on how you interact with Monzo

• may also exclude ads on this basis by sharing limited data with third parties

• track, analyse and improve Monzo based on how you interact with ads and Monzo accounts

• requesting feedback if you’ve shown interest in a service

• testing third party services through our user research initiatives

• helping to respond to customer service queries

• improving marketing

• tell you about products and services through channels such as social media, depending on how you interact with Monzo

• exclude ads by sharing limited data with third parties

• track, analyse and improve Monzo based on how you interact with ads and Monzo accounts

When you give us your consent to:

• share your story

• answer any surveys, take part in research or prize draws

Companies that give services to us

• cloud computing power, storage and software providers

• our business intelligence and analytics platform providers

• companies that help us with functional analytics (to help us solve technical problems with the website, for example)

• software companies that we use for emailing you, or for processing and storing email communications with you

• companies that help us with customer support if you reached out to Monzo

• our insurance providers and other third companies that give us benefits

• companies that help us with fraud prevention

• third-party advertising services to show you relevant ads on non-Monzo sites and measure ad performance.

Fraud prevention and Law enforcement agencies

• authorities that spot and stop financial crime, money laundering, terrorism and tax evasion if the law says we have to, or if it’s necessary for other reasons

• the police, courts or dispute resolution bodies if we have to

• local health authorities, such as Adult Social Services, to safeguard your wellbeing

• other banks to help trace money if you’re a victim of fraud or other crimes, or if there’s a dispute about a payment

• any other third parties where necessary to meet our legal obligations

Anyone you give us permission to share it with

• we may share your posts on social media platforms

• with journalists.

Other Monzo Group companies