Contact us

To send us an enquiry, or register a new complaint about a claims management company (CMC), here’s how to get in touch.

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.

How to complain  

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 – and 9am and 1pm on a Saturday. 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.

0800 023 4567

Call us

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. 

[email protected]

Email us

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.

Find out more 

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.

0207 964 1400

Find out more