To send us an enquiry, or register a new complaint, here’s how to get in touch.
Information
- Our helpline is busier than usual. You can call us 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. Where possible, please email us if you have an enquiry about an ongoing case or take a look at our how to complain page, which includes details of how to send us your complaint online.
- It’s currently taking longer than we’d like to allocate cases to our case handlers for investigation. We’re working to improve waiting times. If we’ve let you know that we’ve received your complaint, we’ll contact you as soon as your case is with someone who can help. We’d be grateful if you could avoid contacting us for an update, unless your circumstances have changed. You can read more about timescales once you’ve sent us a complaint on our page how long it takes.
- Our colleagues are continuing to work from home, so we hope you’ll be understanding if during your call you hear some background noise from family or pets.
How to make a complaint
Find information about what to do before bringing a complaint to us, the stages of our complaint process and what to expect, as well as links to our online forms on our how to complain page.
Contact us with an enquiry
If you’re getting in touch about something other than a new complaint, you can contact us in the following ways:
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.
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.
If you are a financial business looking for guidance, our technical desk is still open. The lines are open Monday to Friday, between 9am and 5pm. 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.
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