To send us an enquiry, or register a new complaint, here’s how to get in touch.
Information
- Our phones lines are open between 8am and 5pm, Monday to Friday and 9am and 1pm on Saturday – but it’s likely that you will need to wait to speak to someone.
- If you have sent us a complaint and we’ve let you know we’ve received it, we will contact you once your complaint is with a case-handler. If your circumstances have changed and you are facing severe ill-health or financial difficulty, or you need to speak to someone urgently, please let us know as soon as you can.
Make a new complaint
Answer a few questions online to check you are ready to send your complaint to us and make a new complaint using our online forms.
You need to contact the financial business you want to complain about first, and give them a chance to resolve things, before submitting your complaint to us. If you haven't done that yet, read our step by step guide to complaining.
Contact us with an enquiry
If your complaint is already with an investigator, and you have a question about progress or sending in further information, you should speak to your investigator direct.
Call our helpline
Our phone lines are open between 8am and 5pm, Monday to Friday – and 9am and 1pm on a Saturday. At times, you might need to wait to speak to someone. Where possible, if you have an enquiry about an ongoing case, contact your investigator direct. Their contact details are on their emails or letters.
Send us an email
If you have an enquiry about a complaint you have sent in, but do not yet have an investigator allocated to your case, send us an email quoting your case reference number.
Our accessibility services
When you contact us or use our service, we can provide information in different formats or languages, and adapt the way we communicate with you – depending on your needs.
You can find out more about how we can adapt our service to meet your needs on our accessibility page.
Our technical desk
Financial businesses and people involved in responding to complaints can contact our technical desk for help with general enquiries.
Other ways to get in touch
Our phone lines are open, but you might need to wait to speak to someone – please contact us online or by email, where possible.
0300 123 9 123 – Calls to this number cost no more than calls to 01 and 02 numbers.
(18002) 020 7964 1000 – Calls using next-generation text relay.
+44 20 7964 0500 – Call this number if you're calling from abroad. We'll also be happy to phone you back, if you're worried about the cost of calling us.
020 7964 1000 – our switchboard
020 7964 1001 – our fax number