Moneypenny is superb! We've been using Moneypenny to pick up overflow calls as well as out of hours calls and the PAs are brilliant, taking own initiative when needed, rather than just following the r... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Moneypenny, Jemma and her team, has been a fantastic extension of our business. The team is friendly, helpful, and always goes the extra mile to ensure callers are looked after. Knowing our calls are... See more
Company replied
We've used Moneypenny for nearly 20 years now and their service has been absolutely wonderful throughout! They answer all our calls in a really friendly yet professional way year after year, and are... See more
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We have used Moneypenny for a long time. The service is always impeccable, and the team is professional, friendly and helpful. The response times from the team are consistently fast. Alongside the s... See more
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Company details
Written by the company
Moneypenny is the leading customer conversations partner to businesses across the UK and US, blending exceptional people with proprietary AI technology to deliver trusted caller experiences at scale. With an award-winning culture and more than 25 years’ experience handling over 180 million conversations, Moneypenny understands where automation adds value and when only a real person will deliver the empathy, judgement and trust that define reputations. Supporting tens of thousands of clients around the clock and managing more than 40,000 conversations every day, Moneypenny goes beyond answering to fulfil caller needs, ensuring every customer contact is handled brilliantly - helping organisations respond consistently, protect their customer relationships and grow with confidence. Founded in 2000 in Wrexham, North Wales, Moneypenny has grown from small start-up into a transatlantic team of over 1,000 colleagues across the UK and US.
Contact info
United Kingdom
- 0333 202 1005
- moneypenny.com
Try Moneypenny free
4.8
Excellent
1K reviews
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This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 48 hours
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Amazing Team, Amazing Experience
The staff team were so amazing from start to finish, we had an amazing tour and insight into what Moneypenny do. The building and facilities were great and it looked a fab place to work
13 August 2026
Reply from Moneypenny UK
Thank you for your wonderful feedback!
We're so pleased to hear you enjoyed your visit and gained a valuable insight into what we do at Moneypenny.
It was a pleasure to welcome you, and we're delighted that both our team and facilities helped make the experience such a positive
one. We appreciate you taking the time to share your review.
The Moneypenny Team
Really pleased with our AI receptionist - Team were excellent and responsive.
Team were excellent and responsive. The process of obtaining different options and subsequently implementing our choice was really straightforward. We are a start up and having someone to answer the phones all day isn't an option for us at the moment. We've found the AI receptionist to be great value and really effective. Would recommend.
1 July 2026
Unprompted review
Reply from Moneypenny UK
Thank you for your fantastic review and recommendation. We're delighted to hear that our team made the setup process straightforward and that you're finding your AI Receptionist such great value.
The Moneypenny Team
Moneypenny Simply the Best
We have worked with Jemma and the Moneypenny team since the early days. Amazing customer service continues right across the whole team, based on what Ed & Rachel the Cofounders started many years ago.
As a business FibreSpeed, have used them for 15+ years and ongoing.
13 August 2026
Unprompted review
Reply from Moneypenny UK
Thank you for your wonderful review and for being with us for over 15 years. We're delighted to hear that Jemma and the team continue to deliver the customer service you've come to expect. Your loyalty and support mean a great deal to us.
The Moneypenny Team
We have worked with Moneypenny for many…
We have worked with Moneypenny for many years and find that they offer a very efficeint phone answering service. They manage to politely filter calls that are not welcome and can be trusted to relay all other messages with a friendly and professional tone. I highly recommend them,
13 August 2026
Unprompted review
Reply from Moneypenny UK
Thank you for your wonderful review and recommendation. We're delighted to hear that you've found our service efficient, friendly, and professional over the years. We truly appreciate your continued trust in Moneypenny and look forward to supporting your business for many more years to come.
The Moneypenny team
very friendly and proficient service.
very friendly and proficient service.
Used Moneypenny UK when I first started my business and have always found them ultra reliabvle.
13 August 2026
Unprompted review
Reply from Moneypenny UK
Thank you for your lovely review Paul. It's fantastic to know that Moneypenny has been able to support you over the years, and we truly appreciate your continued trust in us. Thank you for taking the time to share your experience.
The Moneypenny Team
AVOID LIKE THE PLAGUE
We were one of Moneypenny’s earliest adopters, and our experience has been absolutely appalling.
Without any warning or notification whatsoever, Moneypenny stopped recording our calls. This removed a vital safeguard that allowed us to check call quality and identify mistakes.
We only discovered this after Moneypenny incorrectly recorded a prospective caller’s contact details on **two separate occasions**. Because the calls were no longer being recorded, there was no proper way for us to review what had happened or recover the correct information.
The result? **Our firm lost more than £15,000 in commission.**
You might expect that after a failure with consequences this serious, Moneypenny would take responsibility, apologise and offer some form of compensation.
They did none of those things.
**Zero apology. Zero compensation. Zero accountability.**
For a company entrusted with handling potentially valuable business enquiries, this level of service is completely unacceptable. We trusted Moneypenny with an important part of our business and, when their service failed badly, we were left to absorb the entire financial loss.
A terrible experience from a company we would never trust again.
**AVOID LIKE THE PLAGUE.**
13 August 2025
Unprompted review
Reply from Moneypenny UK
We're sorry to read that you continue to feel dissatisfied with your experience. The matters referred to in your review relate to concerns raised several years ago during your time as a Moneypenny client. At the time, these issues were investigated extensively by senior members of our team and discussed directly with you on a number of occasions.
Whilst we accept that there were instances where mistakes were identified and addressed, our records do not support the conclusion that these matters were left unresolved or that concerns raised with us were ignored. Throughout our relationship we worked hard to investigate issues, provide responses, implement corrective actions and discuss potential solutions whenever concerns were raised.
We appreciate that your view of those events remains different from ours. However, we take all feedback seriously and remain committed to resolving concerns openly and professionally.
If there is any information that has not previously been considered, we would be happy to review it further. Please contact us directly at amy.dawson@moneypenny.co.uk.
Kind regards,
Moneypenny
Reply from Moneypenny UK
Thank you very much for this lovely review. Always happy to help you
Always helpful and informative
Always helpful and informative. Responds quickly to queries and is consistently willing to assist. Reliable, knowledgeable, and proactive in providing support, making collaboration easy and efficient. A pleasure to work with.
11 August 2026
Reply from Moneypenny UK
Thank you very much for this amazing review. Always happy to help you with anything that you need!
MonnyPenny really works for their every penny
The service I did not need and could only get after telling MoneyPenny via written comms was cancelled, with no refund given, for months of payments taken out by them. Make sure you call and write to them, as they will not cancel your DD easily!
3 August 2026
Reply from Moneypenny UK
Hi Steven,
Thank you for taking the time to speak with me earlier this week. I really appreciated the opportunity to discuss your experience and am pleased that we were able to resolve the issues you raised.
I'm sorry for the frustration caused and understand the concerns you had regarding the cancellation process and payments. We value all feedback as it helps us review and improve our processes.
Thank you again for your time and for allowing us the opportunity to put things right.
Kind regards,
Amy
I've just started with Moneypenny and…
I've just started with Moneypenny and have been very impressed with the set up. The process was so easy and I had lovely people guiding me through.
Everyone has been really thorough, ensuring all my needs are met.
I'm one week in and already I've had clients tell me how attentive Moneypenny have been.
31 July 2026
Reply from Moneypenny UK
Thank you for your review. We're so pleased to hear that you've had a great start with Moneypenny and found the onboarding process easy and well supported. It's fantastic that your clients are already noticing the difference after just one week. We look forward to continuing to support you and your business. - The Moneypenny Team
Reply from Moneypenny UK
Thank you for your review. We're delighted to hear that you found our team helpful and that your enquiry was handled quickly.
We'll be sure to pass your kind words on to Becky. Thank you for choosing Moneypenny and for taking the time to share your experience. 😊
4 Years of bliss
Money penny have been exceptional for the past 4 year and not once have the calls been missed or issues. Its made running our business seamless.
Thank you
6 August 2026
Reply from Moneypenny UK
Thank you for your wonderful feedback and for trusting Moneypenny with your calls over the past four years. - The Moneypenny Team
Consistently professional, we trust you with our brand!
Working with the General Public who call in to a business, is a challenge at the best of times. Throw in the fact that the call handlers have probably never even seen our offices and do not actually know any of the staff who work for us, the task is immediately made much more complicated.
Moneypenny have consistently looked after us for years and not once have we ever had to query a call, message or feel like our clients aren't being looked after as if they were calling the London Office itself. They're the telephonic 'Front of House' who represent our brand, and they do it consistently well. When messages are left for us, there's never any doubt about any of the details.
Thank you all for your professionalism and for taking the job of answering a call - off our hands.
6 August 2026
Unprompted review
Reply from Moneypenny UK
Thank you for such a thoughtful review. We truly appreciate the trust you've placed in Moneypenny over the years.
Representing our clients' brands as an extension of their own team is something we take great pride in, so it's wonderful to hear that your callers feel as though they're speaking directly with your London office. We're especially pleased that the accuracy of our messages and the professionalism of our people continue to give you confidence and peace of mind.
Thank you for your kind words and continued partnership. We'll be sure to share your feedback with the team, who will be delighted to hear it. 😊
Experienced staff and simple process…
Experienced customer relation staff make for a simple setup process.
6 August 2026
Reply from Moneypenny UK
Thank you for your kind feedback. We're delighted to hear that our team made the setup process straightforward and that your experience with our Customer Relations team has been such a positive one - The Moneypenny Team
Nadine Molyneux
Nadine Molyneux, the Client Support Advisor was very helpful and sorted out my security issue without hesitation.
5 August 2026
Reply from Moneypenny UK
Thank you very much for this amazing review! Glad this has been resolved for you. Please do not hesitate to reach out if there is anything that you need.
I was added to Moneypenny's marketing…
I was added to Moneypenny's marketing list without my clear consent or opt-in. As a communications company, respecting user consent and data preferences should be a basic priority. Automatically enrolling people into promotional communications is frustrating and unacceptable practice. I expect my contact preferences to be respected and to be removed from all marketing lists immediately.
5 August 2026
Unprompted review
Reply from Moneypenny UK
Hi Nikki,
Thank you for taking the time to share your feedback. We're sorry to hear about your experience and understand your frustration regarding marketing communications.
We take data privacy and contact preferences very seriously, and ensuring that individuals receive communications in line with their preferences is extremely important to us.
We would like to investigate this matter further and make sure any concerns regarding your contact preferences are addressed as quickly as possible. Please contact me directly at amy.dawson@moneypenny.co.uk with your details (or respond to the Trustpilot request with the email address you have been contacted via), and a member of our team will review this for you and ensure the appropriate action is taken.
Kind regards,
Amy
Moneypenny have always given me a good…
Moneypenny have always given me a good service. They staff have been engaging; always updating me when there has been a change of staff member or a service that I may not have known about. Thank you.
5 August 2026
Reply from Moneypenny UK
thank you for your lovely words and review!
Excellent Service
My company has used MoneyPenny for many years now. They provide a profressional service and their customer service is excellent. 10/10
4 August 2026
Unprompted review
Reply from Moneypenny UK
Thank you for your continued trust and support over the years. We're delighted to hear that you've consistently received a professional service and excellent customer care from the team.
The best there is
Moneypenny is, simply, the best call answering service there is - but they are far more than that. They understand my business and treat my clients with the respect they deserve. Ever helpful, friendly and offer all sorts of services such as integration with Microsoft 365. A great company to do business with.
28 July 2026
Reply from Moneypenny UK
Hi John,
Thank you for your lovely review and your kind words.
We're delighted to hear that our team has taken the time to understand your business and provide a seamless experience for your clients. It's wonderful to know that our service, including our Microsoft 365 integration, is helping to support your day-to-day operations.
We truly value your trust in Moneypenny and look forward to continuing to support your business.
The Moneypenny Team
Beyond unacceptable
There is no option to pay for an invoice via the portal.
Due to switching accounts I fell behind on an invoice and received a ill-worded payment reminder stating that unless paid immediately, my dedicated business number would “ring out”, implying they’d intentionally make my business appear unresponsive, which is unnecessary and unprofessional.
For these reasons and their unprofessional responses I have cancelled my service. There are plenty of other providers in this space that offer a more complete service at half the price.
3 August 2026
Reply from Moneypenny UK
Hi Simon,
Thank you for taking the time to share your feedback. I'm sorry to hear about your experience and that we haven't met your expectations.
I'd really appreciate the opportunity to discuss your concerns in more detail, particularly regarding the payment process and the communication you received about your account. Understanding your experience will help us investigate what happened and see whether there's anything we can do to address the issues you've raised.
Please feel free to contact me on directly 0345 123 3700 or tayla.graham@moneypenny.co.uk so I can look in to this further for you.
Best wishes,
Tayla
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