Moneyfarm Reviews 6,449

Reply from Moneyfarm

Oct 9, 2025

Hi John,

Thanks for your review.

As part of our ongoing suitability assessments, which are part of our MiFID II regulatory requirements, we nudge clients into reviewing both their investment suitability and personal information for Anti-Money Laundering (AML) reasons. You will be nudged to revisit your investor profile no more frequently than once a year. Whilst we appreciate that it is sometimes inconvenient to revisit your investor profile questionnaire, rest assured that this process exists to ensure that your current investment portfolio is suitable for your risk appetite, amongst other things.

The questionnaire is only a few short pages, and will show the answers you submitted last time. Assuming nothing has meaningfully changed on your end, you can simply click OK and continue through the questionnaire. Again, we appreciate that it’s not ideal if you just want to quickly check your account, but we must nudge clients into the suitability review process somewhat regularly.

If you have any particular questions or issues with the questionnaire itself then please let us know by emailing us on support@moneyfarm.com or giving us a call on 0800 433 4574.

Reply from Moneyfarm

Oct 9, 2025

Hi there,

Thanks for your review.

Whilst it is possible to carry out a Bed & ISA within the Moneyfarm platform, it does need to be done in two stages; there is not an automatic Bed & ISA feature just yet. A formal, automated Bed & ISA feature is on our product roadmap for the future, but for now, needs to be done manually.

In order to do it, you’ll just need to liquidate or disinvest from your GIA portfolio. Once the shares have sold and settled, you can reallocate your ‘investable cash’ into your desired ISA portfolio. We appreciate however that this needs to be done in two stages, as opposed to being done automatically.

In case you face any issues, or have any questions about the process, do not hesitate to contact us on support@moneyfarm.com, or give us a call on 0800 433 4574.

Reply from Moneyfarm

Oct 9, 2025

Hi Jola,

Thanks for your review.

It sounds like one of you might be facing issues with two-factor authentication (2FA). If you head to the settings of your Moneyfarm account, you can toggle between two different modes of authentication. You can enable either SMS-based authentication, which sends an SMS text message to your mobile number. Alternatively you can use an in-app push notification which sends a notification to your primary device which requires you to approve the log-in on the other device.

Both modes are somewhat dependent on either your cellular signal, roaming, or wifi connection. Weak or poor signal can sometimes result in slow authentication sending. If you’ve changed devices or changed mobile numbers then it’s possible that your 2FA configuration is also out of date and sending authentication to an invalid device or number.

There are a number of factors that might be resulting in suboptimal 2FA experience. We would encourage you to give us a call on 0800 433 4574 so that a member of our team can assist you directly, by securely resetting and updating your 2FA configuration. We aim to respond to all client queries as quickly as possible. Generally, a phone call is the quickest and easiest way to resolve these issues.

Reply from Moneyfarm

Sep 5, 2025

Hi Barry,

Thanks for your review.

We appreciate that you’ve been with us for a few years now, and we’re glad to hear that otherwise, you’ve been happy with how things are going.

I can see you sent us a few emails, and will have spoken to us on the phones as well. We were unable to answer your first email since we didn’t recognise the email address.

I think you’re suffering from a fairly common case of sharing a Gmail and iCloud inbox. Generally speaking, it’s possible for apple users to have a consolidated inbox which receives emails from both their Gmail and iCloud addresses. Your Moneyfarm account is associated with just one email address, and for security reasons, we are unable to share information with anything other than your nominated email address. It’s relatively common that people face this issue, using identical addresses with both the iCloud and Gmail domains; replying to an email sometimes from a domain you did not intend to use.

If you were ever unsure about your credentials, please give us a ring and we can verify this with you - hopefully avoiding this issue in the future.

Reply from Moneyfarm

Sep 5, 2025

Hi Darrel,

Thanks for your review.

It seems we were unable to allocate your payment because the source bank account used to transfer us the funds had not yet been verified. In these circumstances, we ask you to submit a bank statement to us so that we can manually check and verify it.

Whenever your bank account is not verified (and therefore unable to deposit/withdraw funds) there will be a permanent banner on the dashboard of your account to notify you, and to provide you with next steps. There is also a feature to securely submit a PDF bank statement via the platform itself. If we receive a payment from an unverified account, we will also send you an email to notify you of the issue, although it is not instantly generated like the banner on your dashboard. I can see that we did exchange a few emails, and call you to clarify the issue.

In case of any other queries about this, please give us a ring on 0800 433 4574.

Reply from Moneyfarm

Sep 5, 2025

Hi Lee,

Thanks for your review.

We love to hear customer feedback. We’re constantly evolving our product and service offering, and regularly use customer feedback to try and help us in that process. There are multiple channels through which we receive feedback, and we regularly monitor these channels to take feedback onboard and help improve the platform and service.

If you want to, please give us a ring on 0800 433 4574, or send us an email on hello@moneyfarm.com to directly share your feedback with us.

Reply from Moneyfarm

Sep 5, 2025

Hi Daryl,

Sorry to hear that your ISA transfer process wasn’t as smooth as it should have been.

In short, it looks like your ceding provider had some difficulty originally opening our transfer request. We submit our requests digitally using password protected files. They weren’t able to open the file type and so we had to end up resubmitting the request which invariably slowed the process down.

Whilst not ideal, it’s not unusual for ISA transfers to occasionally take as long as around four-weeks to complete from start to finish. For future reference, when transferring a fixed-term cash ISA you can submit the request ahead of the terms’ end date, to minimise the amount of transfer time used whilst the product has matured.

Nevertheless - we appreciate the feedback, and are currently in the process of amending our ISA transfer procedures. This involves changes the form completion process, as well as the fund transfer process itself.

Reply from Moneyfarm

Jul 30, 2025

Hi there,

Thank you for taking the time to leave a review.

Our boosted rate is applied at the end of the 12-month term, not daily. That’s why the daily interest you see will align with the base rate, not the base plus the boost. The additional interest from the boost is paid in a lump sum at the end of the term.

It’s also worth noting that interest in our Cash ISA comes from Qualifying Money Market Funds (QMMFs). These funds generate returns based on changes in the value of the underlying fund. Because of this, your interest may fluctuate from day to day, and you might not see any interest on weekends or bank holidays when markets are closed.

Our platform also will update the interest on a daily basis, though as time goes on the base rate AER will fall in line with expectations.

If you have any questions, please feel free to give us a call on 0800 433 4574 or send an email to support@moneyfarm.com.

Reply from Moneyfarm

Jul 15, 2025

Hi John,

Thanks for your review.

Firstly, we’re sorry for any distress caused during this difficult time. Please know that we take situations like this seriously and we’re committed to addressing your concerns with care. Given the sensitivity and specificity of your review, our team will be in touch with you directly to provide a personal update and ensure the appropriate clarifications are provided.

Reply from Moneyfarm

Jul 2, 2025

Hi there,

Thanks for your review.

As it stands, our cash ISA is structured with Qualifying Money Market Funds (QMMFs). We state that the funds can be held with "Securely held with trusted partners, authorised banks or Qualified Money Market Funds" on the basis that we do have the discretion to change the underlying products used to generate interest. This definition therefore covers both its current and future iterations. Rest assured that we do currently use QMMFs in order to try and capture a market-leading rate on our cash ISA, not because it’s a more profitable method. We could actually use alternative means to generate interest which would be more profitable, but would generate lower yields for our cash ISA customers.

QMMFs are some of the safest investment products available on the market. They are subject to rigorous and additional regulation to try and prevent their failure. We are not the only cash ISA provider to use QMMFs; indeed they are increasingly commonly used by cash ISA providers.

Rest assured that an enormous amount of due diligence has gone (and continues to go) into our fund selection process. We mitigate the investment risk by selecting the highest-quality QMMFs with strong track records. The QMMFs we have selected are run by reliable managers, with strong track records, and the funds’ themselves have both been running for multiple decades since inception without a reduction in net-asset-value (i.e. investors have not seen their asset values fall). Of course, past performance is not an indication of future performance, but we are re-assured by the strong track records of our selected funds.

Nevertheless, your concerns are valid. Our cash ISA is new, and the product, web-pages and user-interface are being continually reviewed, updated and iterated to try and improve both the experience and clarity of the product’s structure. We appreciate the feedback, as it helps us to continually improve. Feel free to contact us on 0800 433 4574 with any other queries or comments.

Reply from Moneyfarm

Jun 26, 2025

Hi Walker,

Thanks for leaving a review.

Without any additional information, it’s unclear what the particular issue may be. Perhaps the password entered does not comply with the strength requirements - these should be visible when you first sign up. It’s possible the email entered was incorrect or invalid - this might explain why you haven’t received the password reset email. The web-team are not aware of any current issue preventing new users from signing up, nor any issue with the password reset process.

If you haven’t already, please do give us a ring on 0800 433 4574 so we can investigate your case specifically. I’m sure we could resolve it for you very quickly.

Reply from Moneyfarm

Jun 20, 2025

Hi Michael,

Thank you for your review.

We want to reassure you that your funds are absolutely safe and not ‘floating’ or being used as a free loan. When you make a bank transfer to your account, the funds are received the same working day or the next, depending on the time the bank transfer was made. We then move them the following working day into a segregated custodian bank account, in accordance with the FCA's CASS (Client Asset Sourcebook) rules.

This process ensures that your money is held separately and ring-fenced from our company’s own money, remaining fully protected. In the unlikely event that anything were to happen to us as a business, your money would be completely safeguarded and we could not use any customer money to pay off any of our own debts.

While we understand that a one-day transfer to the custodian bank can feel like a delay, this is done purely to protect you and meet strict regulatory requirements. We’re committed to transparency and security, and hope this gives you peace of mind about how seriously we take our responsibility to safeguard your money.

A member of our team has already been in touch, so feel free to speak with them directly if there are any further questions or concerns.