---
title: 'Complaints Policy Manager at Monzo'
canonical: 'https://feeny.ai/job/complaints-policy-manager-monzo-cardiff-london-or-gecabr7f6m5p'
type: 'job'
last_seen: '2026-11-11'
---

# Complaints Policy Manager at Monzo

- **Company:** Monzo
- **Location:** Cardiff London OR, United Kingdom
- **Work type:** remote
- **Posted:** 2026-11-09
- **Last confirmed live:** 2026-11-11
- **Apply:** https://job-boards.greenhouse.io/monzo/jobs/8365302

## Job description

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as [personal](https://monzo.com/current-account/personal) and [business](https://monzo.com/business-banking) bank accounts, we offer [joint accounts](https://monzo.com/current-account/joint-account), [accounts for 16-17 year olds](https://monzo.com/current-account/16-17), a [free kids account](https://monzo.com/current-account/under-16s) and [credit cards](https://monzo.com/flex) in the UK, with more exciting things to come beyond. Our UK customers can also [save](https://monzo.com/savings), [invest](https://monzo.com/investments)and [combine their pensions](https://monzo.com/pensions) with us.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

London OR Cardiff OR Remote (UK) | 💰 £41,300 - £52,250 + Incentive Awards tied to your performance + [benefits](https://monzo.com/careers) ✨

⭐Our Complaints team

Our mission is to make money work for everyone. And while having a great app is part of that, we pride ourselves on providing world-class support. By solving customers' problems, treating them fairly and being transparent, we believe we can make banking better 💪

Our Complaints team works alongside Customer Operations to make sure customers receive the best possible service, even when things go wrong. We put empathy at the heart of how we handle complaints and use what we learn to make things better.

As our Complaints Policy Manager, you'll lead a team of technical experts and shape how we handle complaints across Monzo. You'll bring together regulatory requirements, customer needs and operational priorities to make sure our policies are clear, effective and fair. You'll play an important role in strengthening our complaints framework, influencing decisions across the business and helping us deliver better customer outcomes at scale.

🔑You’ll play a key role by…

- Leading, coaching and developing a team of Complaints Lead Experts, creating an environment where people can grow and deliver high-quality technical advice.

- Owning and improving our complaints policy framework, making sure processes, guidance, systems and customer communications are consistent, effective and meet regulatory expectations.

- Providing oversight and direction on complex complaint handling issues, supporting teams to make fair, well-informed decisions across different complaint types.

- Using insights from quality assurance, Financial Ombudsman Service (FOS) outcomes and escalations to identify root causes, shape our strategy and drive meaningful improvements.

- Partnering with Product, Legal, Risk, Compliance and Operations leaders to develop and embed policies, frameworks and operational changes that improve customer experiences.

- Leading our response to regulatory developments, audits and compliance reviews, making sure our controls, reporting and governance remain robust.

- Overseeing specialist activities, including regulatory disclosures, legal escalations and engagement with third parties, to make sure we meet our obligations and deliver fair customer outcomes.

🤩 We’d love to hear from you if…

- You have strong knowledge of UK complaint-handling regulations, including the FCA's DISP handbook and FOS requirements, and can apply them to real customer situations.

- You're experienced in leading, coaching and developing technical specialists, helping them build confidence and deliver great outcomes.

- You can see the bigger picture, using complaint data, quality insights and emerging trends to shape strategy and improve how things work.

- You're comfortable managing regulatory governance, control frameworks, audits and changes to regulatory requirements.

- You can build strong relationships across different teams, influence senior stakeholders and turn complex regulatory information into clear, practical guidance.

- You're confident balancing long-term strategic priorities with day-to-day operational challenges, making thoughtful decisions and keeping things moving.

- You're passionate about fair customer outcomes and finding ways to make complaint handling simpler, more consistent and more empathetic.

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply- even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you!

🙌What’s in it for you

- 💰£41,300 - £52,250 + Incentive Awards tied to your performance ➕ benefits

- ⏰We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.

- 📚£1,000 learning budget each year to use on books, training courses and conferences.

- 🏡We will set you up to work from home; all employees are given MacBooks and for fully remote workers we will provide extra support for your work-from-home setup.

- ➕ Plus lots more! Read our full list of [benefits](https://monzo.com/careers).

🌈 The application journey has 4 key steps

1. Application
2. Recruiter Call
3. Role specific Interview
4. Values Interview

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

🤖 We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them [here](https://monzo.com/blog/the-ultimate-guide-on-using-ai-to-ace-an-interview-at-monzo).

We’ll only close this role once we have enough applications for the next stage, so please apply as soon as you can - we don’t want you to miss out!

LinkedIn Tags: #LI-JK1

## Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our [blog](https://monzo.com/blog/diversity-and-inclusion), 2026 [Diversity and Inclusion Report](https://monzo.com/blog/our-2026-diversity-and-inclusion-report) and 2025 [Gender Pay Gap Report.](https://monzo.com/blog/gender-pay-gap-report-2025)

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊

## About Monzo

## Company Overview
- **One-liner**: Monzo is a UK-based digital bank offering personal and business current accounts, savings, loans, investments, and insurance through a mobile-first platform.
- **Entity Type**: Private (Series I, unicorn)
- **Headquarters**: London, United Kingdom (offices also in Cardiff, Dublin, and Barcelona)
- **Founded**: 2015
- **Founders**: Tom Blomfield, Gary Dolman, Jonas Huckestein Templestein, Jason Bates, Paul Rippon (current co‑CEOs are Diana Layfield and Conor Walsh)

## Core Business
- Primary industry/industries: Digital banking and financial services (consumer finance, payments, lending)
- Target customers: B2C (personal banking) and B2B/SMB (business banking); primarily UK‑based, with growing EU presence
- Mission or purpose statement: “Building a bank you’d be proud to use” – focused on solving problems, not selling financial products, and making money work for everyone.

## Products & Services
- **Personal Current Account**: Mobile‑banking account with budgeting tools, spending insights, and automated savings. Features real‑time notifications, card controls, and biometric authentication.
- **Business Current Account**: Separate account for small businesses with expense categorisation, invoicing, and integration with accounting software.
- **Savings Pots**: Sub‑accounts inside the app to save toward goals; includes interest‑bearing options.
- **Credit Cards & Loans**: Personal credit cards, overdrafts, and Flex (buy‑now‑pay‑later style borrowing). Also offers personal loans.
- **Investments**: Share dealing and ISA products (introduced in 2024).
- **Insurance**: Home, travel, and gadget insurance (underwritten by partners).
- **Pension Management**: Tools to manage and consolidate pension pots within the app.

## Market Standing
- **Valuation**: $5.2 B (current, per Tracxn; latest round Series I)
- **Key Metric**: Annual revenue £1 B+ (as of 31 Mar 2025), total funding $1.81 B
- **Notable Investors/Partners**: General Catalyst, Passion Capital, Accel (lead investors in previous rounds)
- **Growth Signals**: 15 million+ personal and business customers; headcount of ~3,786 (YoY growth 26.8% per Revelio Labs); expansion into EU via Dublin office; launched investment and pension products in 2024; continued lending product innovation (Flex, credit cards).

## Competitive Advantages
- **Community‑driven product development** – Customers actively suggest features, test the app, and give feedback, creating strong brand loyalty.
- **Mobile‑first architecture** – Built from scratch as a digital‑only bank, offering a seamless user experience with real‑time budgeting and spending insights.
- **Regulatory innovation** – One of the first UK challengers to obtain a full banking licence, enabling deposit‑taking and lending.
- **Open‑source culture** – Engages with the engineering community through open‑source contributions and transparent development.

## Strategic Focus
- **Product expansion**: Deepening lending and investment offerings, and building a wealth management suite.
- **International growth**: Scaling in the European market (office in Barcelona, Dublin hub, and hiring for EU‑focused roles).
- **Embedded finance**: Enabling third‑party services to use Monzo’s banking infrastructure.
- **Operational efficiency**: Using AI/ML for risk management, fraud detection, and personalised financial recommendations.

## Why Work Here
- **Culture**: Open, collaborative, and inclusive; regular community events, yoga, and lunch‑and‑learns; contributes to open‑source software.
- **Remote/Hybrid**: Office‑based roles allow occasional remote work; distributed workers receive equipment budget. Roles in London, Cardiff, Dublin, Barcelona, or UK‑remote.
- **Visas**: Monzo sponsors visas for tech, engineering, and product roles due to Home Office regulations.
- **Learning**: £1,000 annual budget for books, courses, and conferences; regular knowledge‑sharing sessions.
- **Compensation & Benefits**: Annual salary reviews; performance‑based incentive awards (cash/equity mix); pension (4% Monzo contribution, matching up to 6%); private healthcare; life insurance (4x salary); 26 days holiday + bank holidays (or opt‑out for 34 days); 8‑week sabbatical every 5 years; generous family leave (primary caregiver 26 weeks full pay, secondary 13 weeks full pay); paid sick leave; cycle‑to‑work scheme.
- **Office Perks**: Free breakfast, hot lunches twice a week, snacks, and drinks in London office.

## Sources
1. [monzo.com/careers](https://monzo.com/careers) – Benefits, visa policy, flexible working, culture
2. [monzo.com/about](https://monzo.com/about) – Company overview, mission, customer count
3. [tracxn.com/d/companies/monzo](https://tracxn.com/d/companies/monzo/__HguZJzK7Q_qZsyIz1Y4VwV75H5fHjDMtGaXPelPAxpU) – Funding, valuation, revenue, employee count, founders, CEOs
4. [job-boards.greenhouse.io/monzo](https://job-boards.greenhouse.io/monzo/jobs/7963253) – Open roles, location details
5. [reveliolabs.com/companies/monzo-bank/employees](https://www.reveliolabs.com/companies/monzo-bank/employees/) – Headcount growth

## Other roles at Monzo

- [Senior Finance Analyst](https://feeny.ai/job/senior-finance-analyst-monzo-london-z6rmjhney2tg) — London, United Kingdom
- [Lead Product Manager](https://feeny.ai/job/lead-product-manager-monzo-cardiff-london-or-a9jxxkpt6cev) — Cardiff London OR, United Kingdom / London, United Kingdom
- [Senior Manager, Supplier Performance, FinCrime, Fraud & Disputes](https://feeny.ai/job/senior-manager-supplier-performance-fincrime-fraud-disputes-monzo-cardiff-55enbc3s6cvz) — Cardiff London OR, United Kingdom
- [Senior Manager, Supplier Performance, Customer Ops & Specialist Services](https://feeny.ai/job/senior-manager-supplier-performance-customer-ops-specialist-services-monzo-qbyks7k5vk6n) — Cardiff London OR, United Kingdom
- [Partner Programme Delivery Lead](https://feeny.ai/job/partner-programme-delivery-lead-monzo-united-kingdom-dp958578th18) — United Kingdom
- [Partner Risk Delivery Lead](https://feeny.ai/job/partner-risk-delivery-lead-monzo-united-kingdom-1bgd5eaf02q1) — United Kingdom
- [Partner Strategy and Delivery Manager](https://feeny.ai/job/partner-strategy-and-delivery-manager-monzo-united-kingdom-z6gr2nhs3fqq) — United Kingdom
- [Partner Estate & Relationship Manager](https://feeny.ai/job/partner-estate-relationship-manager-monzo-united-kingdom-cnyhgs51ds4s) — United Kingdom
- [External Partnerships & Engagement Manager](https://feeny.ai/job/external-partnerships-engagement-manager-monzo-cardiff-london-or-hfvk27qanb8w) — Cardiff London OR, United Kingdom
- [Vulnerability Strategy Manager](https://feeny.ai/job/vulnerability-strategy-manager-monzo-cardiff-london-or-z4esj6n2a1pa) — Cardiff London OR, United Kingdom