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:

  • Our phone lines are open, with limited availability, between 9am and 5pm, Monday to Friday. It's likely that you may have to wait to speak to someone. Where possible, please email us or make a complaint online.
  • Please do not send us post at this time, unless you’re unable to contact us in any other way. We have very limited access to our office, so we’re unable to process post in the usual way. 
  • It may take a number of weeks before we're able to acknowledge receipt of emails, post and complaints submitted online. Please bear with us, we'll be in touch as soon as we can.
  • It may take us longer than we’d like to resolve complaints. Find out more about timescales once you’ve sent us a complaint on our page how long it takes.

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 phone lines are open between 9am and 5pm. 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

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


Find out more