Monzo launches real-time BSL support with SignLive

British Sign Language (BSL) A two-handed alphabet "S" used by Deaf - Mute.
Editorial credit: mirzamlk / Shutterstock.com

Monzo has teamed up with SignLive, an online British Sign Language (BSL) interpreting service, to enable users to communicate with its customer support team via BSL.

As part of the partnership, Monzo users will be able to interact with customer support through a fully accredited interpreter via real-time video relay services.

To communicate with Monzo in BSL, customers need to create a SignLive profile on the app and select ‘Monzo’ from the directory. This will connect them to an interpreter who will relay the conversation to a Monzo support team member in real-time.

Monzo has assured that customers using SignLive will not cause any delays or get extra steps in the process. Customer support is available from 7 am to 8 pm, seven days a week.

SignLive is a deaf-owned, deaf-led business dedicated to breaking down communication barriers for the deaf community through accessible technology and services. Since its launch in 2014, SignLive has built a team of over 118 interpreters, partnering with UK businesses to help customers communicate. 

Notably, all of SignLive’s interpreters are trained in anti-fraud and safeguarding measures to ensure secure and effective interactions.

Under the subheading ‘Why this matters’, Monzo highlighted the importance of the partnership in a blog post, stating that one in five people in the UK is deaf or hard of hearing, with many using BSL as their first language. Monzo explained that BSL has its own structure and vocabulary, making it challenging or even impossible for some individuals to switch to English.

The blog emphasised the bank’s belief that everyone should have equal access to managing their money, including the ability to communicate in their preferred language. Monzo described the partnership with SignLive as part of its broader commitment to accessibility and inclusion for all customers.

Monzo has enjoyed a strong year of growth, reporting a 2.5x increase in revenues for the financial year ending 31 March 2024. Revenues reached £889m, marking a significant improvement from the previous year and driving a pre-tax profit of £15.4m – compared to a loss of £116.3m in FY2023.

The London-based fintech also stated in June that it expects its customer base to hit 11 million by year-end, bolstered by ambitious international expansion efforts.