To send us an enquiry, or register a new complaint about a claims management company (CMC), here’s how to get in touch.
Information
Our opening hours over the festive period will be changing. You can find our opening hours between 23 December 2024 to 2 January 2025 below:
- 23 December to 24 December – 8am to 5pm
- 25 December to 29 December – closed
- 30 December to 31 December – 8am to 5pm
- 1 January – closed
- 2 January – 8am to 5pm
You can still make a new complaint to us using our online complaint form.
Financial businesses, consumer advisers and professional representatives can find our Business Support Hub opening hours in our main website.
How to make a complaint
Find information about what to do before bringing a complaint to us about a claims management company (CMC), the stages of our complaint process and what to expect from us on our how to complain page.
Contact us with an enquiry
- If you have sent us a complaint and we’ve let you know we’ve received it, we will contact you once your complaint is with a case-handler.
- If your complaint is already with an investigator, and you have a question about progress or sending in further information, you should speak to your investigator direct. Their contact details are on their emails or letters.
- If your circumstances have changed and you are facing severe ill-health or financial difficulty, or you need to speak to someone urgently, please let us know as soon as you can.
Call our helpline
Our phone lines are open between 8am and 5pm, Monday to Friday. At times, you might need to wait to speak to someone. Mondays are usually our busiest days – so if you can, please call on a different day to avoid longer waiting times.
Send us an email
If you have an enquiry about a complaint you have sent in, but do not yet have an investigator allocated to your case, send us an email quoting your case reference number.
- Unfortunately, we’re not set up to help customers face to face and won’t be able to speak to you at any of our offices or regional hubs.
Our accessibility services
When you contact us or use our service, we can provide information in different formats or languages, and adapt the way we communicate with you – depending on your needs.
You can find out more about how we can adapt our service to meet your needs on our accessibility page.
Our Business Support Hub
Financial businesses and people involved in responding to complaints can contact our Business Support Hub for help with general enquiries.
If you are a financial business looking for guidance, our Business Support Hub is still open. The lines are open Monday to Friday, between 10am and 4pm. Alternatively, please contact the Business Support Hub by email or if you have a query about our approach to complaints caused or affected by Covid-19, read our information for businesses.
