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how to complain

1. get in touch with your bank, insurance company or finance firm

It's important that you tell the business you're unhappy with – and give them a chance to look into your problem. Under the rules they have eight weeks to do this.

We can help by contacting the business for you, and telling them about your complaint.

  • phone our consumer helpline
    0300 123 9 123
    or 0800 023 4567
    Monday to Friday – 8am to 8pm
    Saturday – 9am to 1pm
    we'll be happy to phone you back
  • email
    we'll be able to deal with phone queries on the spot – so phoning will be much quicker than emailing us

If your complaint is about payment protection insurance (PPI), most of the larger banks have PPI complaints units set up specially to deal with these cases.

Here are some hints on the best ways of making sure your complaint is taken seriously.

2. ask us to look at your complaint

If you don't feel the business has handled your complaint fairly, we can look into the problem for you.

We can help you complete the complaint form that gives us your details – just phone us on 0300 123 9 123 or 0800 023 4567. Or you can download the form below.

3. our complaint form

  • You can fill in the "Word" version of our complaint form on-screen
  • Or print off the "PDF" version of our complaint form – to fill in by hand

You need to sign the completed form by hand – and post it to us with any relevant papers and documents.

payment protection insurance (PPI) or a packaged bank account

Every year, hundreds of thousands of people tell us about problems they’re having with payment protection insurance (PPI) or packaged bank accounts.

That means we’ve got to know what information we need to understand what’s happened. So we’ve got a special form for each of these types of complaint - to help people sort out the important details.

  • If your complaint is about payment protection insurance (PPI), you'll need to fill in the special PPI questionnaire ("Word" or "PDF" version) – as well as our standard complaint form.
  • Or if your complaint is about a packaged bank account, please fill in a special packaged bank account questionnaire ("Word" or "PDF" version) – as well as our complaint form.
  • If you've already filled in a special questionnaire when you first complained to the business involved, please send us a copy.
  • If you're not sure about anything – or you need help filling in your questionnaire – just get in touch with us.

And if you've already got a PPI complaint with us, we've got a special section on our website to keep people updated on what's happening.

formats and languages

We can provide information about our service in:

If you have any practical needs that affect your ability to complete our complaint form, we will do our best to help. Email us about your needs or phone us on 020 7964 0766.

monitoring calls

calls are recorded for training and monitoring purposes

image: clock

what's keeping you awake?

image: how to complain - without using a claims company

if you think you've been mis-sold PPI ...

1. complain to the business that sold you the policy

2. if you're still not happy, refer your complaint to us

  • phone us and we'll help you with our complaint form

3. you don't need to use a claims company

  • why pay someone else to do it for you - when you're just as likely to win by doing it yourself for free
video: knowing your credit rights if things go wrong

image: ... staying alert at the cash point