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
In light of the Covid-19 (coronavirus) pandemic we are having to work differently.
Our phone lines are busier than usual. You can call us between 8am and 5pm, Monday to Friday but it’s likely that you will need to wait to speak to someone. Where possible, please email us or make a complaint online. Our colleagues are currently working from home, so we hope you’ll be understanding if during your call you hear some background noise from family or pets.
We have limited access to our office and are unable to process post in the usual way. Please only send us post if you’re unable to email or make a complaint online. It may take us longer than usual to respond to enquiries received by post.
It’s taking longer than we’d like to allocate cases to our case handlers for investigation. We’re working to improve waiting times and will contact you when once a case handler has been assigned to your case. 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.
There was already a high demand for our service. Inevitably, Covid-19 will have an impact on the time we take to do things. But we’re working hard to continue to provide a high level of service, and we’re continuing to resolve complaints.Find out more about our approach to complaints that might be caused or affected by Covid-19.
If your complaint has been allocated and you have the contact details of the case handler, you can still contact them directly.
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.
If you’d like to speak to us in another language other than English, you can contact us in the following ways and we will respond or get an interpreter to speak to you in your own language.
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.
0207 964 1400