APP AND ONLINE PORTAL
QUESTIONS ABOUT MY ACCOUNT
Check out the answers to some frequently asked questions here and send us a message if you still need help.
LIVE CHAT
Our live chat agents are available to assist you via the 118 118 Money App.
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.
CONTACT HOURS
Our contact hours can be seen below:
Fraud, Lost & Stolen
Mon to Fri 8am-7pm.
Saturday and Bank Holidays 9am-5pm.
Sunday closed
Collections and Customer Services
Mon to Fri 8am-7pm.
Saturday, Sunday and Bank Holidays 9am-5pm.
FEEDBACK AND COMPLAINTS
If we haven’t got things quite right, we’re keen to hear your thoughts on how we can improve. If you have a complaint, please let us know. We can then work with you to address your concerns and put it right.
To log your feedback or complain now, please click here.
If you have received a Final Resolution Letter from us and you’re 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
PHONE
Our agents are available to assist you on the phone via 02920 548 118.
PRESS EMAIL
Any press enquiries should be sent to media@118118money.com This should only be used by journalists and bloggers.