08000 118 000 or 02920 893300*
We’re here for you 24/7.
(*08000 118 000 is free from UK landlines and mobiles. 02920 893300 is charged by your provider as UK national number.)
You can email us here if you need to send in documents, discuss payments or any other help and support.
Write to us
118 118 Money, Fusion Point, Dumballs Road, Cardiff, CF10 5BF
118 118 Money is committed to providing the best standards for our customers. However, we recognise that sometimes you might be dissatisfied with our services and may want to make a complaint.
When you make a complaint we want to make sure that you are satisfied that your complaint has been dealt with promptly and effectively. Our priority when dealing with your complaints is to put things right for customers and avoid making the same mistakes in the future.
- You can make a complaint directly to the 118 118 Money Complaints Team.
Please call us on: 08000 118 018* or write to us at Complaints, 118 118 Money , Fusion Point, Dumballs Road, Cardiff, CF10 5BF
We have a complaints policy and you will be given a copy once we have received your complaint.
If you are still dissatisfied that we have not dealt with your complaint properly you can contact the Financial Ombudsman Service (FOS) or alternatively the FLA’s Conciliation and Arbitration Scheme.
- You can contact the Financial Ombudsman Service enquires and customer helpline on:
Telephone: 0300 123 9 123 / 0800 023 4 567*
Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
- 118 118 Money is a member of the Financial and Leasing Association. Therefore if you wish to refer a complaint to the FLA you can contact them on:
Telephone: 020 7836 6511*
Further information can be found on their website: www.fla.org.uk
- The European Commission also provide an Online Dispute Resolution (ODR) platform. This is designed to help customers living in the European Union to submit their complaints in any 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/
(*08000 numbers are free from UK landlines and mobiles. 029, 030 and 020 numbers are charged by your provider as UK national numbers).
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