To send us an enquiry, or register a new complaint, here’s how to get in touch.
Service update in light of Covid-19 (coronavirus) outbreak
In light of the government’s guidance on Covid-19 (coronavirus) we are having to work differently, but we're working hard to continue to provide a high-level of service:
- Our phone lines are open between 8am and 5pm, Monday to Friday – and you can submit a complaint online at any time.
- At times our phone lines will be busy so, 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. We are receiving letters, but there are delays in opening and processing them. So please only send us post if you cannot contact us by phone, online or by email.
- 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.
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.
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.
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.
0207 964 1400
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