Help and support FAQs

You can contact us:

• Through your Monument app, the most secure way for existing clients.
• Call us by telephone on 020 4524 8080.
• Email us at service@monument.co.

Whether you're facing financial, health, or other personal challenges, you can choose to share this with us. We'll listen and work together with you to understand how we can support your banking needs.

In some exceptional circumstances we may allow you to withdraw from or close your Fixed Term Deposit before the end of the fixed term.

If you, or a family member or representative acting on your behalf, are thinking about appointing a Power of Attorney over your financial affairs after your account has been opened, we can explain how to make that process as easy as possible for you. Please note that we do not offer servicing for accounts where a Power of Attorney was registered prior to opening the account.

If you would like to discuss any of the above or if there is anything else you'd like to let us know, you can contact us:

• Through your Monument app, the most secure way for existing clients.
• Call us by telephone on 020 4524 8080.
• Email us at service@monument.co.

Any information you share will be treated securely and confidentially, and only used to support you. You can contact us to update or remove your details.

We’re on the other end of the line from 9am to 6pm, Monday, Tuesday, Wednesday and Friday. On Thursdays, we're available from 10am to 6pm. We're closed on bank holidays and weekends.

If you need to get in touch outside of those times, drop us an email and we’ll get back to you as soon as we can.

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If you've lost someone, it may be a struggle to know what steps you need to take next. The steps below are provided to assist you through this difficult time but if you would like to discuss this in more detail, please call us on 020 4524 8080 or alternatively send an email to service@monument.co and we will arrange an appropriate time to call you back.

• The first steps you will need to take are to register the death and get a death certificate.
• If you're the next of kin, executor, or a representative for the person, you can contact us using the details above.
• We will ask you for some information about the account, proof of death (original or certified copy of the death certificate) and proof of identification of the person(s) dealing with the estate.
• Once you have provided us with this information, we will let you know what the next steps are including any additional information or documents we require.

It's important to get support during this difficult time. There are various organisations available to support you and your family following a bereavement. Here are some organisations to provide additional support:

Cruse Bereavement Care - https://www.cruse.org.uk/
Help with understanding and coping with grief following the death of someone close.

Citizens Advice - https://www.citizensadvice.org.uk/
Free legal advice and support.

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Gov.uk - https://www.gov.uk/when-someone-dies
What to do when someone dies: Step by step

We're sorry to hear that things aren't right. If you have a complaint, please contact us in any of the following ways:

• Through your Monument app, the most secure way for existing clients.
• Call us by telephone on 020 4524 8080.
• Email us at service@monument.co.

We'll aim to respond as soon as possible. Please read more about complaints on our How to complain page.

We are committed to supporting you, but we understand that you may sometimes need support beyond banking. Below, we have listed some organisations that offer specialist support and guidance.

Mind: www.mind.org.uk
A mental health charity, offering information and advice.

Samaritans: www.samaritans.org
Provides emotional support through their listening service - offered via phone (116 123), email or web chat.

Citizens Advice: https://www.citizensadvice.org.uk
Free legal advice and support.

Step Change: https://www.stepchange.org
Impartial debt advice service.

Cruse Bereavement Care: https://www.cruse.org.uk
Help with understanding and coping with grief following the death of someone close.

Whether you're facing financial, health, or other personal challenges, you can choose to share this with us. We'll listen and work together with you to understand how we can support your banking needs.

Ways to get in touch with our Client Services Team:

• In-app chat in the Monument app.
• Email us at service@monument.co.
• Call us on 020 4524 8080.

Any information you share will be treated securely and confidentially, and only used to support you. You can contact us to update or remove your details.