To send us an enquiry, or register a new complaint, here’s how to get in touch.

Service update in light of the Covid-19 (coronavirus) outbreak

 

Our staff are working hard to continue to provide a high-level of service during the Covid-19 (coronavirus) outbreak. Our phone lines are open between 8am and 5pm, Monday to Friday - and you can submit a complaint online at any time. Please note: 

  • We may at times have limited availability on our phone lines. Where possible, please email us or make a complaint online.  
  • For the safety of our staff, and in line with government guidance, we have limited access to our office. While we are currently able to open post, this is not guaranteed and there will be delays in processing this. So please only send us post if you cannot contact us by phone, online or by email. 
  • We won’t be able to contact you if we don’t have your email address or phone number. So please get in touch with us if we normally correspond with you in writing – and you haven’t previously given us any other means of contacting you.  
  • If your complaint has been allocated and you have the contact details of the case handler, you can still contact them directly.

Find out more about our approach to complaints that might be caused or affected by Covid-19.

 

  • Get in touch online

    To register a new complaint, use our online forms.

    Complain online 

  • Send us an email

    To contact us about an existing case, send us an email quoting your case reference number.

    Alternatively, you can send us a message on Facebook or TwitterBut please bear with us, it might take us a little longer to respond at the moment.

    Email us 

  • Call us

    Our phones lines are open, with limited availability, between 8am and 5pm, Monday to Friday. It's possible that you may have to wait to speak to someone. Please only call us at this time if you are facing severe ill-health, financial hardship or if you're a key worker.

    Call us 

NHS workers

During the Covid-19 outbreak, we're offering a specific email for NHS workers to get in touch with us, should they need to do so urgently. This will be handled by a dedicated team, who will be able to work around shift patterns while we're operating a limited phone service.  

Our timelines

We were already experiencing a high demand for our service; the Covid-19 outbreak will continue to impact our timescales.

If you’ve sent us details of your complaint or emailed us with an enquiry it may take us up to 4 weeks to let you know we've received it – although this can be up to 2 months for a PPI complaint.

At busy times, it can take around 4 months for us to allocate your case to a case handler for assessment – although this might be longer for some product types. You can find out more about timelines for specific complaint types in the complaints we can help with section of this website. We’ll be in touch as soon as your complaint is allocated. In the meantime, if you’re facing financial hardship or severe ill health, please let us know.

Woman talking on the phone at her desk with others around her working on laptops

Our technical desk

Businesses and people involved in responding to complaints can contact our technical desk for help with general enquiries.

If you are a business and are looking for guidance, our technical desk is still open but with reduced hours while we get used to working differently. The lines are open Monday to Friday, inclusive, between 9.30am and 4pm. Alternatively, please contact the technical desk by email or, if you have a query about our approach to complaints caused or affected by Covid-19, read our information for businesses.

0207 964 1400


Find out more 

Other ways to get in touch

These phone lines also have limited availability - 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