There are many ways to contact us – the list below sets out the best way to contact us depending on the type of query you have.
I want to contact you to...
If you want to bring a new complaint, or contact us about a complaint you have already sent us, select your enquiry type from the list below to find out the best way to contact us.
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Use our online form
This is the easiest way to bring a new complaint to us. When you submit a complaint using our online form, we will outline how long it will take us to review and investigate your complaint and explain more about how to monitor progress of your case.
You will need to answer a few questions so we can check:
- whether we're the right organisation to help you, and
- you’re ready to send us your complaint.
Call our helpline
Alternatively, you can speak to one of our customer advisers by calling us on 0800 023 4567. Our phone lines are open between 8am and 5pm, Monday to Friday.
Our helpline gets busy sometimes, so you may need to wait to speak to someone.
Our postal address
You can send post to:
Exchange Tower
London
E14 9SROur offices are not set up to help customers face to face and we won’t be able to speak to you in person at our head office or regional hubs.
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To track and manage a complaint that you have already sent us, you can use our online portal, Ombudsman Connect. If you already have a case with us, you will receive an invitation to sign up.
Once you have registered, you can log in to view your case, message your case handler or send us new information.
Alternatively, you can speak to your case handler. They are your dedicated point of contact and will be able to help you with questions or updates about your case. Their contact details are on the emails or letters they send you.
If you need to speak to us, and do not yet have a case handler, our customer advisers can help. For example, if your circumstances have changed and you need to update us, you are facing severe ill-health or financial difficulty and need to speak to someone urgently about your complaint, or you want to find out how to register to use our online portal – contact our helpline on 0800 023 4567 .
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We can provide our complaint form and other information in different formats or languages, and adapt the way we communicate with you, to suit your needs.
If your case is already with us, speak to your case handler who will be able to help you – their contact details are on the emails or letters they send you.
Call our helpline on 0800 023 4567 and our customer advisers will be happy to help you.
To call us using Relay UK, use (18002) 020 7964 1000.
You can find out more about how we can adapt our service to meet your needs including more detail about how to contact us using British Sign Language or Relay UK.
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If you have a question or concern about the service we have provided, your case handler will usually be able to sort things out for you straight away. If your case handler can’t resolve the problem, they will refer your complaint to a manager.
Your case handler's contact details will be on the emails or letters they have sent you.
Find out more about our customer service.
If you don't have a case handler yet, call our helpline on 0800 023 4567 and we’ll connect you to the right person.
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Please let us know if you’re experiencing problems when using our online complaint form or Ombudsman Connect.
- For our online complaint form, we’ll take your complaint over the phone and report the issue to our technical team. You can also report issues directly.
- For Ombudsman Connect support, you can use our Helpdesk chat between 8am and 10pm Monday to Friday and 12pm - 4pm Saturday and Sunday. It's available by opening the support button in the corner of Ombudsman Connect. Outside of these hours, you can complete our online Helpdesk form.
Information for financial businesses
Financial businesses can contact us through our online portal, Ombudsman Connect for Business. Financial businesses, consumer advisers and professional representatives can call or email our Business Support Hub for help with general enquiries.
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If you respond to complaints and have registered to use our portal, Ombudsman Connect for Business, you can log in to:
- review case status and actions needed
- share updates and documents
- access data and insight.
To report a technical issue, you can use our Helpdesk chat between 8am and 10pm Monday to Friday and 12pm - 4pm Saturday and Sunday. It's available by opening the support button in the corner of Ombudsman Connect for Business.
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Our Business Support Hub can give informal guidance on how we approach complaints.
You can use the Business Support Hub if you’re a:
- financial business
- consumer advice organisation, like National Debtline or Citizens Advice, or
- professional representative of consumers, such as a complaint management company (CMC)
You can contact the Business Support Hub by phone on 020 7964 1400 or email [email protected]
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Subscribe to receive our email newsletter, Ombudsman News.
Ombudsman News will keep you up to date on:
- what we’re seeing in financial services complaints
- how we’re approaching cases
- our data, insights, news and career opportunities.
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If the complaint you are responding to is with a case handler, please contact them directly. Their contact details will be on the emails or letters they send to you.
If you have a general question about our casework process, you can contact your dedicated business engagement lead or contact our Business Support Hub.
Contact our press office or ask us to speak at an even
For press or events enquiries please contact our media team.
Other phone numbers
- Calls to 0300 123 9 123 cost no more than calls to 01 and 02 numbers
- Call our switchboard on 020 7964 1000
- Call +44 20 7964 0500 if you're calling from abroad. We're happy to phone you back, if you're worried about the cost of calling us.