Mathew Jones

Mathew Jones is an experienced Complaints Risk and Control Analyst currently working at Monzo Bank since March 2023. Previously, Mathew held various positions including Complaints Manager and Complaints Team Leader at 118118Money from November 2014 to March 2023, where responsibilities included managing customer complaints, serving as a direct contact for the Financial Ombudsman Service, and ensuring compliance with FCA regulations. Mathew's earlier experience at Lloyds Banking Group from September 2010 to October 2014 encompassed roles as a Multi-skilled/Cross brand Complaint Manager and a PPI complaint assessor, focusing on handling complaints across multiple banking channels and ensuring fair treatment of customers. Mathew is a graduate of Swansea University.