In line with government advice, and for the welfare of our staff, we have far fewer colleagues available to answer calls at the moment. We really need to make sure we care for our most vulnerable customers, so please only call us if it is urgent.
LIVE CHAT
We are offering customer services and complaints handling through our live chat function which is also available from 9am – 5pm, 7 days a week. Just click on the orange icon at the bottom of this page on the right.
ONLINE AND APP
You can contact us via email at customer.services@118118money.com
PHONE
Call 08000 118 222 between 9am – 5pm, 7 days a week.
Lost or Stolen Cards
If you believe your card may be Lost or Stolen and our lines are closed please 'lock' your card in our App and then call us the following day for an Advisor to request a new one to be sent.
COMPLAINTS
You can make a complaint directly to the 118 118 Money Complaints team by emailing us on complaints@118118money.com
If you are not satisfied that we have dealt with your complaint properly, you can contact the Financial Ombudsman Service (FOS) on 0300 1239 123 or 08000 234567. You can also email them on complaint.info@financial-ombudsman.org.uk or write to them at The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
The European Commission also provide and Online Dispute Resolution (ODR) platform. This is designed to help customers living in the European Union to submit their complaints in any of the official languages of the European Union. If you log your complaint with them, it will be forwarded to the correct Alternative Dispute Resolution (ADR) scheme.
You can access the ODR platform by visiting http://ec.europa.eu/consumers/odr/
PRESS
Any press enquiries should be sent to media@118118money.com This should only be used by journalists and bloggers.