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

Our live chat agents are available to assist you via the chat icon at the bottom of this page during the below times:

Fraud, Lost & Stolen
Mon to Fri 8am-7pm. Sat & Sun 8am-5pm

COVID-19
Mon to Sat 8am-7pm. Closed Sunday.

Collections, Customer Services and New Applications
Monday to Sat 8am-7pm. Sunday 9am-5pm.

ONLINE AND APP

We are dealing with very large numbers of calls and chats, so if you just want to view your balance, make a payment to your credit card account or check a recent transaction please download the mobile app for Android or iOS, or login to your customer account here.

EMAIL

You can contact us via email at customerservices@118118money.com

PHONE

Our agents are available to assist you on the following numbers during the below times:

Loans – 08000 118 000

Credit cards – 08000 118 222

Fraud, Lost & Stolen
Mon to Fri 8am-7pm. Sat & Sun 8am-5pm

COVID-19
Mon to Sat 8am-7pm. Closed Sunday.

Collections, Customer Services and New Applications
Monday to Sat 8am-7pm. Sunday 9am-5pm.

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

EMAIL

Any press enquiries should be sent to media@118118money.com This should only be used by journalists and bloggers.