If you’re unhappy with a financial business’ response to your complaint, get in touch with us.

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

Given the unprecedented circumstances we’re all facing in light of the Covid-19 (coronavirus) outbreak, our service is currently being impacted in the following ways:

  • We are not currently able to receive post at our office. Please do not send us anything by post. It is very likely that any post sent to us after 18 March 2020 may not reach us.  As Royal Mail are unable to deliver post to our office, they’ve told us that they will hold it for 28 days. If after 28 days our office remains closed and we haven’t been able to collect our post from Royal Mail, they will look to return it to the sender. If you’ve sent us a complaint form by post, please resubmit this either by email or using our online form. 
  • It will take us longer than we’d like to resolve complaints.

Our staff are working hard to continue to provide a service to the people who need us.

If your complaint has been allocated and you have the contact details of the case handler, you can contact them directly.

Alternatively, you can contact us in the following ways:

  • Get in touch online

    To register a new complaint, use our online forms.

    Complain online 

  • Call us

    Our phones lines are open between 10am and 4pm. It's possible that you may have to wait to speak to someone.  

    Call us 

  • Send us an email

    To contact us about an existing case, send us an email quoting your case reference number. Please bear with us, it might take us a little longer to respond at the moment.

    Email us 

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