To send us an enquiry, or register a new complaint, here’s how to get in touch.
Information
Our opening hours over the festive period will be changing. You can find our opening hours between 23 December 2024 to 2 January 2025 below:
- 23 December to 24 December – 8am to 5pm
- 25 December to 29 December – closed
- 30 December to 31 December – 8am to 5pm
- 1 January – closed
- 2 January – 8am to 5pm
You can still make a new complaint to us using our online complaint form.
Financial businesses, consumer advisers and professional representatives can find our Business Support Hub opening hours in the business section of our website.
Make a new complaint
Answer a few questions online to check you are ready to send your complaint to us and make a new complaint using our online forms.
You need to contact the financial business you want to complain about first, and give them a chance to resolve things, before submitting your complaint to us. If you haven't done that yet, read our step by step guide to complaining.
Contact us about your complaint
- If you have sent us a complaint and we’ve let you know we’ve received it, we will contact you once your complaint is with a case-handler.
- If your complaint is already with an investigator, and you have a question about progress or sending in further information, you should speak to your investigator direct. Their contact details are on their emails or letters.
- If your circumstances have changed and you are facing severe ill-health or financial difficulty, or you need to speak to someone urgently, please let us know as soon as you can.
Call our helpline
Our phone lines are open between 8am and 5pm, Monday to Friday. At times, you might need to wait to speak to someone. Mondays are usually our busiest days – so if you can, please call on a different day to avoid longer waiting times.
Send us an email
If you have an enquiry about a complaint you have sent in, but do not yet have an investigator allocated to your case, send us an email quoting your case reference number.
Please note this email address is not for legal correspondence. If you need to send legal documents, speak to the investigator assigned to your case.
Our accessibility services
When you contact us or use our service, we can provide our complaint form and other 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 Business Support Hub
Financial businesses and professional consumer advisers can contact our Business Support Hub for help with general enquiries.
Other ways to get in touch
Unfortunately, we’re not set up to help customers face to face and won’t be able to speak to you at any of our offices or regional hubs.
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 Relay UK.
+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
