Make a complaint online

Please use the form below to make a complaint.

Due to the challenging times we’re all experiencing, we’re dealing with a much higher number of requests from customers than normal. This means we are only able to respond to our customers who are in the most vulnerable situations at the current time.

If this applies to you we’ll try to respond to you as soon as we can. If this isn’t the case, it will take us considerably longer than normal. Our common enquiries page has information and answers that may help with any concerns you have. You can access it here.

If you have a request or query, please call us on 0800 072 8668 and we can help you straight away.

If you've a hearing impairment you can use textphone number 0800 056 7294.

Lines are open 9am - 5.30pm, 7 days a week. You'll need specialised equipment to use this service. If you're calling from abroad or would prefer not to use the 0800 number, you can call us on +44 0131 278 3729 or +44 0131 278 3690 for textphone.

Please use the box below to tell us if you require additional support (e.g. someone helps manage your affairs), or have a physical or mental health condition. Also if you need us to communicate with you in a different format (e.g. large print), let us know here.

Please note, by completing this section you consent to us recording all details you share, which might include sensitive information such as your health. This will only be used in relation to your complaint.