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604 605 606 607 <main class="main-content"> 608 609 610 611 612 613 614 615 616 617<section class="top-banner top-banner--has-backdrop"> 618 619 <div class="top-banner__backdrop"> 620 <div class="top-banner__image"></div> 621 </div> 622 623 624 <div class="top-banner__content"> 625 <div class="container"> 626 <div class="col12"> 627 628 <ol vocab="https://schema.org/" typeof="BreadcrumbList" class="breadcrumbs"> 629 630 631 632</ol> 633 634 635 636 <h1 class="top-banner__title" id="top_banner_title" itemprop="name">Contact us</h1> 637 </div> 638 </div> 639 </div> 640</section> 641 642 643<div id="maincontent"> 644 645 646 <section class="section-intro"> 647 <div class="container"> 648 649 650 <div class="col12"> 651 652 <div class="section-intro-wrap"> 653 654 655 <div class="section-intro-copy"> 656 <div class="custom-htmleditor-content"> 657<div class="custom-htmleditor-content"> 658<div class="custom-htmleditor-content"> 659<div class="custom-htmleditor-content"> 660<div 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class="custom-htmleditor-content"> 707<div class="custom-htmleditor-content"> 708<p><span>There are many ways to contact us </span><span>– </span><span>the list below sets out the best way to contact us depending on the type of query you have.</span></p> 709</div> 710</div> 711</div> 712</div> 713</div> 714</div> 715</div> 716</div> 717</div> 718</div> 719</div> 720</div> 721</div> 722</div> 723</div> 724</div> 725</div> 726</div> 727</div> 728</div> 729</div> 730</div> 731</div> 732</div> 733</div> 734</div> 735</div> 736</div> 737</div> 738</div> 739</div> 740</div> 741</div> 742</div> 743</div> 744</div> 745</div> 746</div> 747</div> 748</div> 749</div> 750</div> 751</div> 752</div> 753</div> 754</div> 755</div> 756</div> 757</div> 758</div> 759</div> 760</div> 761 </div> 762 </div> 763 764 765 766 </div> 767 </div> 768 </section> 769 770 771 772 773 774 775 776 777 <section class="content-full"> 778 779 <div id="block-8204" class="row-block"> 780 781 <section class="section"> 782 <div class="container"> 783 <div class="col10 pre1"> 784 785 <h2>I want to contact you to...</h2> 786 787 <div class="custom-htmleditor-content"> 788<p><span>If you want to bring a new complaint, or contact us about a complaint you have already sent us, select your enquiry type from the list below to find out the best way to contact us.</span></p> 789<p></p> 790</div> 791 792 <ul class="accordion default-style"> 793 794 <li class="accordion-item" id="accordionItemHeading2378"> 795 <button class="accordion-head" aria-expanded="false" aria-controls="accordionItem2378" role="button"> 796 797 <div class="accordion-icon" aria-hidden="true"> 798 <img src="https://files.financial-ombudsman.org.uk/public/Icons/exclamation-mark/e3e214b54a/All-ComplaintsRED__PadWzgwLDgwLCJGRkZGRkYiLDEwMF0.png" alt="" width="40"> 799 </div> 800 801 <h3>Make a new complaint</h3> 802 <i class="icon-chevron-down" aria-hidden="true"></i> 803 </button> 804 805 <div class="accordion-cont typography" id="accordionItem2378"> 806 <div class="custom-htmleditor-content"> 807<h4>Use our online form</h4> 808<p>This is the easiest way to bring a new complaint to us. When you submit a complaint using our online form, we will outline how long it will take us to review and investigate your complaint and explain more about how to monitor progress of your case. </p> 809<p>You will need to answer a few questions so we can check:</p> 810<ul> 811<li>whether we're the right organisation to help you, and</li> 812<li>you’re ready to send us your complaint.</li> 813</ul> 814<p><span><a class="btn btn-fill btn-nowrap ext-lnk" href="https://complaintsubmission.financial-ombudsman.org.uk/?utm_source=financial-ombudsman.org.uk&utm_medium=referral">Make a new complaint</a></span></p> 815</div> 816<h4>Call our helpline</h4> 817<p>Alternatively, you can speak to one of our customer advisers by calling us on <a href="tel:08000234567"><strong>0800 023 4567</strong></a>.
817Our phone lines are open between 8am and 5pm, Monday to Friday. </p> 818<p>Our helpline gets busy sometimes, so you may need to wait to speak to someone.</p> 819<h4>Our postal address</h4> 820<p>You can send post to:</p> 821<p>Exchange Tower<br>London<br>E14 9SR</p> 822<p>Our offices are not set up to help customers face to face and we won’t be able to speak to you in person at our head office or regional hubs.</p> 823 824 </div> 825 </li> 826 827 <li class="accordion-item" id="accordionItemHeading2379"> 828 <button class="accordion-head" aria-expanded="false" aria-controls="accordionItem2379" role="button"> 829 830 <div class="accordion-icon" aria-hidden="true"> 831 <img src="https://files.financial-ombudsman.org.uk/public/Icons/Checklist_pink__PadWzgwLDgwLCJGRkZGRkYiLDEwMF0.png" alt="" width="40"> 832 </div> 833 834 <h3>Check on a complaint I have already sent you</h3> 835 <i class="icon-chevron-down" aria-hidden="true"></i> 836 </button> 837 838 <div class="accordion-cont typography" id="accordionItem2379"> 839 <div class="custom-htmleditor-content"> 840<p>To track and manage a complaint that you have already sent us, you can use our online portal, Ombudsman Connect. If you already have a case with us, you will receive an invitation to sign up.</p> 841<p>Once you have registered, you can log in to view your case, message your case handler or send us new information.</p> 842<p><span><a class="btn btn-fill btn-nowrap ext-lnk" href="https://login-complaint.financial-ombudsman.org.uk/c7414254-f8c9-4eb3-8619-3b106c9c8fc3/b2c_1a_signin_foscom_dp/oauth2/v2.0/authorize?client_id=681caf25-319a-4c92-a8cc-6dd9a9cf032d&scope=openid%20profile%20https%3A%2F%2Flogin-complaint.financial-ombudsman.org.uk%2Fb2bede35-fe18-4941-a308-552f724ae793%2Fcomplaints%2Fprd%20offline_access&redirect_uri=https%3A%2F%2Fcomplaints.financial-ombudsman.org.uk%2Fombudsman-dashboard&client-request-id=e0aab03b-af3c-4aac-b94f-9d399acd99c2&response_mode=fragment&response_">Log in to Ombudsman Connect </a></span></p> 843<p>Alternatively, you can speak to your case handler. They are your dedicated point of contact and will be able to help you with questions or updates about your case. Their contact details are on the emails or letters they send you. </p> 844<p>If you need to speak to us, and do not yet have a case handler, our customer advisers can help. For example, if your circumstances have changed and you need to update us, you are facing severe ill-health or financial difficulty and need to speak to someone urgently about your complaint, or you want to find out how to register to use our online portal – contact our helpline on <strong><a href="tel:08000234567">0800 023 4567 </a></strong>.</p> 845</div> 846 847 </div> 848 </li> 849 850 <li class="accordion-item" id="accordionItemHeading2380"> 851 <button class="accordion-head" aria-expanded="false" aria-controls="accordionItem2380" role="button"> 852 853 <div class="accordion-icon" aria-hidden="true"> 854 <img src="https://files.financial-ombudsman.org.uk/public/Logo-and-icons/People_pink__PadWzgwLDgwLCJGRkZGRkYiLDEwMF0.png" alt="" width="40"> 855 </div> 856 857 <h3>Find out about accessibility services</h3> 858 <i class="icon-chevron-down" aria-hidden="true"></i> 859 </button> 860 861 <div class="accordion-cont typography" id="accordionItem2380"> 862 <div class="custom-htmleditor-content"> 863<p>We can provide our complaint form and other information in different formats or languages, and adapt the way
863we communicate with you, to suit your needs.</p> 864<p>If your case is already with us, speak to your case handler who will be able to help you <span style="font-size: 11.0pt; font-family: 'Arial',sans-serif; mso-fareast-font-family: 'Times New Roman'; mso-ligatures: standardcontextual; mso-ansi-language: EN-GB; mso-fareast-language: EN-US; mso-bidi-language: AR-SA;">– </span>their contact details are on the emails or letters they send you.</p> 865<p>Call our helpline <span>on <strong><a href="tel:08000234567">0800 023 4567</a></strong></span> and our customer advisers will be happy to help you.</p> 866<p>To call us using Relay UK, use<span> </span><strong><a href="tel:(18002)02079641000">(18002) 020 7964 1000.</a></strong></p> 867<p></p> 868</div> 869<p>You can find out more about <a title="how we can adapt our service to meet your needs" href="/accessibility-services">how we can adapt our service to meet your needs</a> including more detail about how to <a title="Link to information about using British Sign Language or Relay UK" href="/accessibility-services/hearing">contact us using British Sign Language or Relay UK</a>.</p> 870 871 </div> 872 </li> 873 874 <li class="accordion-item" id="accordionItemHeading2381"> 875 <button class="accordion-head" aria-expanded="false" aria-controls="accordionItem2381" role="button"> 876 877 <div class="accordion-icon" aria-hidden="true"> 878 <img src="https://files.financial-ombudsman.org.uk/public/Logo-and-icons/CustomerSupport_pink__PadWzgwLDgwLCJGRkZGRkYiLDEwMF0.png" alt="" width="40"> 879 </div> 880 881 <h3>Talk to us about our customer service</h3> 882 <i class="icon-chevron-down" aria-hidden="true"></i> 883 </button> 884 885 <div class="accordion-cont typography" id="accordionItem2381"> 886 <div class="custom-htmleditor-content"> 887<p>If you have a question or concern about the service we have provided, your case handler will usually be able to sort things out for you straight away. <span>If your case handler can’t resolve the problem, they will refer your complaint to a manager.</span></p> 888<p><span>Your case handler's contact details will be on the emails or letters they have sent you. </span></p> 889<p>Find out <a title="link to information about customer service and complaints" href="/who-we-are/governance-funding/customer-service/service-complaints">more about our customer service</a>.</p> 890<p>If you don't have a case handler yet,<span> </span>call our helpline on<span> <strong><a href="tel:08000234567">0800 023 4567</a></strong></span><span> </span>and we’ll connect you to the right person.</p> 891</div> 892 893 </div> 894 </li> 895 896 <li class="accordion-item" id="accordionItemHeading2382"> 897 <button class="accordion-head" aria-expanded="false" aria-controls="accordionItem2382" role="button"> 898 899 <div class="accordion-icon" aria-hidden="true"> 900 <img src="https://files.financial-ombudsman.org.uk/public/Icons/Checked_pink-v2__PadWzgwLDgwLCJGRkZGRkYiLDEwMF0.png" alt="" width="40"> 901 </div> 902 903 <h3>Report a technical issue</h3> 904 <i class="icon-chevron-down" aria-hidden="true"></i> 905 </button> 906 907 <div class="accordion-cont typography" id="accordionItem2382"> 908 <div class="custom-htmleditor-content"> 909<p><span>Please let us know if you’re experiencing problems when using our online complaint form or Ombudsman Connect.</span></p> 910<ul> 911<li><span>For our online complaint form, we’ll take your complaint over the phone and report the issue to our technical team. You can also <a class="ext-lnk" href="https://complaintsubmission.financial-ombudsman.org.uk/tech-support/">report issues directly</a>.</span></li> 912<li><span>For Ombudsman Connect support, you can use <a class="ext-lnk" href="https://complaints.financial-ombudsman.org.uk">our Helpdesk chat</a>
912 between 8am and 10pm Monday to Friday and 12pm - 4pm Saturday and Sunday. It's available by opening the support button in the corner of Ombudsman Connect. Outside of these hours, you can complete <a class="ext-lnk" href="https://financial-ombudsmanuk-ombudsmanconnectprod.zendesk.com/hc/en-gb/requests/new">our online Helpdesk form</a>. </span></li> 913</ul> 914</div> 915 916 </div> 917 </li> 918 919 </ul> 920 <div class="custom-htmleditor-content"></div> 921 </div> 922 </div> 923</section> 924 925 926</div> 927 928 929 <div id="block-8205" class="row-block"> 930 931 <section class="section"> 932 <div class="container"> 933 <div class="col10 pre1"> 934 935 <h2>Information for financial businesses</h2> 936 937 <div class="custom-htmleditor-content"> 938<p><span>Financial businesses can contact us through our online portal, Ombudsman Connect for Business. Financial businesses, consumer advisers and professional representatives can call or email our Business Support Hub for help with general enquiries.</span></p> 939<p></p> 940</div> 941 942 <ul class="accordion default-style"> 943 944 <li class="accordion-item" id="accordionItemHeading2383"> 945 <button class="accordion-head" aria-expanded="false" aria-controls="accordionItem2383" role="button"> 946 947 <div class="accordion-icon" aria-hidden="true"> 948 <img src="https://files.financial-ombudsman.org.uk/public/Icons/Laptop-icon/Laptop_blue__PadWzgwLDgwLCJGRkZGRkYiLDEwMF0.png" alt="" width="40"> 949 </div> 950 951 <h3>Log in to our online portal</h3> 952 <i class="icon-chevron-down" aria-hidden="true"></i> 953 </button> 954 955 <div class="accordion-cont typography" id="accordionItem2383"> 956 <div class="custom-htmleditor-content"> 957<p>If you respond to complaints and have <a href="/businesses/manage-existing-complaints/ombudsman-connect-business">registered</a> to use our portal, <a class="ext-lnk" href="https://login-portal.financial-ombudsman.org.uk/1f3a9ee5-b4cd-41ec-bd0b-9035fafd6605/b2c_1a_signin_fosresp_dp/oauth2/v2.0/authorize?client_id=db3b0548-3d34-469c-9a32-4498d92063c5&scope=openid%20profile%20offline_access&redirect_uri=https%3A%2F%2Fportal.financial-ombudsman.org.uk%2Fombudsman-dashboard&client-request-id=601f9462-96b7-4ed5-ae7e-5e808e5ad035&response_mode=fragment&response_type=code&x-client-SKU=msal.js.browser&x-client-VER=2.39.0&client_info=1&code_challenge=D2gOcYhsbbo-DPZwS6y1m1SsmTTmJZHVTJ9z6jbopJ8&code_challenge_method=S256&nonce=79546438-abaf-4256-9e4e-b17901141cc5&state=eyJpZCI6IjFkODVjM2NhLTkyZmYtNDkzYi04NTk0LTNkMDMwYWExZjJjNSIsIm1ldGEiOnsiaW50ZXJhY3Rpb25UeXBlIjoicmVkaXJlY3QifX0%3D">Ombudsman Connect for Business</a>, you can log in to:</p> 958<ul> 959<li>review case status and actions needed</li> 960<li>share updates and documents</li> 961<li>access data and insight.</li> 962</ul> 963<p><span>To report a technical issue, you can use </span>our Helpdesk chat<span> between 8am and 10pm Monday to Friday and 12pm - 4pm Saturday and Sunday. It's available by opening the support button in the corner of Ombudsman Connect for Business. </span></p> 964</div> 965 966 </div> 967 </li> 968 969 <li class="accordion-item" id="accordionItemHeading2384"> 970 <button class="accordion-head" aria-expanded="false" aria-controls="accordionItem2384" role="button"> 971 972 <div class="accordion-icon" aria-hidden="true"> 973 <img src="https://files.financial-ombudsman.org.uk/public/Icons/information-icon/01567017eb/InformationBLUE__PadWzgwLDgwLCJGRkZGRkYiLDEwMF0.png" alt="" width="40"> 974 </div> 975 976 <h3>Use our Business Support Hub</h3> 977 <i class="icon-chevron-down" aria-hidden="true"></i> 978 </button> 979 980 <div class="accordion-cont typography" id="accordionItem2384"> 981 <div class="custom-htmleditor-content"> 982<p>Our Business Support Hub can give informal<span> guidance on how we approach complaints.</span></p> 983<p>You can use the Business Support Hub if you’re a:</p> 984<ul> 985<li><span>financial business</span></li> 986<li><span>consumer advice organisation, like National Debtline or Citizens Advice, or</span></li> 987<li><span>professional representative of consumers, such as a complaint management company (CMC)</span></li> 988</ul> 989<p><span>You can contact the Business Support Hub by phone on <a href="tel:02079641400">020 7964 1400</a> or email <a title="Contact email for the Business Support Hub" href="/cdn-cgi/l/email-protection#ec8e999f8582899f9fc29f999c9c839e98ac8a85828d828f858d80c183818e99889f818d82c2839e8bc29987"><span class="__cf_email__" data-cfemail="5b392e2832353e282875282e2b2b34292f1b3d32353a3538323a37763436392e3f28363a357534293c752e30">[email protected]</span></a></span></p> 990<p></p> 991</div> 992 993 </div> 994 </li> 995 996 <li class="accordion-item" id="accordionItemHeading2385"> 997 <button class="accordion-head" aria-expanded="false" aria-controls="accordionItem2385" role="button"> 998 999 <div class="accordion-icon" aria-hidden="true"> 1000 <img src="https://files.financial-ombudsman.org.uk/public/Icons/newsletter-icon/1061bded3b/NewsletterBLUE-v2__PadWzgwLDgwLCJGRkZGRkYiLDEwMF0.png" alt="" width="40"> 1001 </div> 1002 1003 <h3>Subscribe to our newsletter</h3> 1004 <i class="icon-chevron-down" aria-hidden="true"></i> 1005 </button> 1006 1007 <div class="accordion-cont typography" id="accordionItem2385"> 1008 <div class="custom-htmleditor-content"><p>
1008Subscribe to receive our email newsletter,<span> </span>Ombudsman News.</p> 1009<p>Ombudsman News will keep you up to date on:</p> 1010<ul> 1011<li>what we’re seeing in financial services complaints</li> 1012<li>how we’re approaching cases</li> 1013<li>our data, insights, news and career opportunities.</li> 1014</ul></div> 1015 1016 <p><a href="/subscribe-newsletter" class="lnk lnk-primary">Sign up to our newsletter <i class="icon-chevron-right" aria-hidden="true"></i></a></p> 1017 1018 </div> 1019 </li> 1020 1021 <li class="accordion-item" id="accordionItemHeading2386"> 1022 <button class="accordion-head" aria-expanded="false" aria-controls="accordionItem2386" role="button"> 1023 1024 <div class="accordion-icon" aria-hidden="true"> 1025 <img src="https://files.financial-ombudsman.org.uk/public/Uploads/AccordionBlockIcon/b124b15d2f/PhoneBLUE__PadWzgwLDgwLCJGRkZGRkYiLDEwMF0.png" alt="" width="40"> 1026 </div> 1027 1028 <h3>Contact your case handler</h3> 1029 <i class="icon-chevron-down" aria-hidden="true"></i> 1030 </button> 1031 1032 <div class="accordion-cont typography" id="accordionItem2386"> 1033 <div class="custom-htmleditor-content"><p class="MsoNormal">If the complaint you are responding to is with a case handler, please contact them directly. Their contact details will be on the emails or letters they send to you.</p> 1034<p class="MsoNormal">If you have a general question about our casework process, you can contact your dedicated business engagement lead or contact our Business Support Hub.</p></div> 1035 1036 </div> 1037 </li> 1038 1039 </ul> 1040 <div class="custom-htmleditor-content"></div> 1041 </div> 1042 </div> 1043</section> 1044 1045 1046</div> 1047 1048 1049 <div id="block-1831" class="row-block"> 1050 1051 1052<section class="section-grey section-home-item"> 1053 1054 1055 <div class="ci-block"> 1056 1057 <div class="col50"> 1058 <div class="ci-img"> 1059 1060 <svg viewBox="0 0 700 500" aria-hidden="true" tabindex="-1" preserveAspectRatio="none"><path tabindex="-1" d="m690.847 0c5.837 28.188 7.92 57.001 5.905 86.171-17.258 249.83-328.653 432.464-696.752 409.952v3.877h700v-500z" fill="#43f20d"/></svg> 1061 1062 1063 1064 <img src="https://files.financial-ombudsman.org.uk/public/Uploads/Action-planWeb_AttachmentBlock_470x300.jpg" alt="" loading="lazy"> 1065 1066 </div> 1067 </div> 1068 <div class="col50"> 1069 <div class="ci-cont"> 1070 1071 <h2>Contact our press office or ask us to speak at an event</h2> 1072 1073 <div class="custom-htmleditor-content"> 1074<p>For press or events enquiries please <a title="contact our media team" href="/media-centre">contact our media team</a>.</p> 1075</div> 1076 1077 </div> 1078 </div> 1079 </div> 1080</section> 1081 1082 1083</div> 1084 1085 1086 <div id="block-1574" class="row-block"> 1087 1088 <section class="section section-editor " 1089 style=""> 1090 1091 1092 <div class="container block-editor-title"> 1093 <div class="col10 pre1"> 1094 <h2>Other phone numbers</h2> 1095 </div> 1096 </div> 1097 1098 1099 <div class="container "> 1100 <div class="col10 pre1 typography"> 1101 <div class="custom-htmleditor-content"> 1102<ul> 1103<li>Calls to <strong><a href="tel:03001239123">0300 123 9 123</a> </strong> cost no more than calls to 01 and 02 numbers</li> 1104<li>Call our switchboard on <strong><a href="tel:02079641000">020 7964 1000</a></strong></li> 1105<li>Call <strong><a href="tel:+442079640500">+44 20 7964 0500</a></strong> if you're calling from abroad.<strong> </strong>We're happy to phone you back, if you're worried about the cost of calling us.</li> 1106</ul> 1107</div> 1108<p> </p> 1109 1110 </div> 1111 </div> 1112</section> 1113 1114 1115</div> 1116 1117 1118 </section> 1119</div> 1120 1121 </main> 1122 1123 1124 <div id="section_feedback" class="loading" data-load-from="/contact-us/loadFeedbackForm"></div> 1125 1126 1127 <footer class="main-footer" itemscope itemtype="http://schema.org/WPFooter"> 1128 1129 1130 <div class="section section-sm section-grey"> 1131 <div class="container footer-links-container"> 1132 1133 <div class="footer-column desktop-only"> 1134 <h2 class="footer-header">Complaint handling</h2> 1135 <ul 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