Complaints Policy Manager in London

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 and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their 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.

Our Complaints team’s mission is to make money work for everyone. 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 ensure 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 ensure 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, ensuring 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, ensuring our controls, reporting and governance remain robust.
• Overseeing specialist activities, including regulatory disclosures, legal escalations and engagement with third parties, to ensure 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.

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.

The application journey has 4 key steps: Application, Recruiter Call, Role specific Interview, 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. 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!

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. 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.