Help with your loan application – Call +44 (0)2920 893310 or 08000 118 150* 8am-10pm Mon-Fri, 8am-8pm Sat and 10am-8pm Sun

Help with your loan repayments – Call +44 (0)2920 893400 or 08000 118 100* 8am-8pm Mon-Fri, 8am-1pm Sat

Customer services – Call +44 (0)2920 893300 or 08000 118 000* 24/7

*0800 are free from UK landlines and mobiles. 02920 are charged by your provider as UK national number.

Email

CustomerServices@118118Money.com

You can email us here if you need to send in documents, discuss payments, or for any other help and support.

APPLICATION PROCESS OR ONLINE ACCOUNT

Help with our credit card application process or accessing your online account – Call +44 (0)2920 548214 or 08000 118 808*

Customer services – Call +44 2920 548176 or 08000 118 222* open 8am-8pm, 7 days a week

Help with your credit card repayments – Call +44 2920 548176 or 08000 118 222* open 8am-8pm, 7 days a week

Lost or stolen card? Call us immediately on +44 2920 548200 or 08000 118 600* open 24/7

Transactions you don’t recognise? Call us immediately on +44 2920 548214 or 08000 118 711* open 8am-8pm, 7 days a week

*0800 are free from UK landlines and mobiles. 02920 are charged by your provider as UK national number.

Email

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

Email: complaints@118118money.com

If you are still dissatisfied that we have not dealt with your complaint properly, you can contact the Financial Ombudsman Service (FOS) once we have provided you with our final response. Please be aware, we have up to 8 weeks to investigate your complaint and issue our final response.

You can contact the Financial Ombudsman Service enquires and customer helpline on:

Telephone: 0300 123 9 123 / 0800 023 4 567*

Email: complaint.info@financial-ombudsman.org.uk

Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

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/

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