Manage your account, anywhere, any time with the 118 118 Money app. View your balance, make payments and view transactions all at a tap. Available on Android or iOS, or log into the online portal here.

Our live chat agents are available to assist you via the 118 118 Money App.

If you believe your card may be lost or stolen and our lines are closed please 'freeze' your card in our App and then call us the following day for an Advisor to request a new one to be sent.

To freeze your card using the app tap on the grey tile on the home page of the mobile app and scroll down to 'Freeze Card'.

Our contact hours can be seen below:

Fraud, Lost & Stolen

8am – 7pm Monday to Saturday
9am – 5pm Bank holidays
Closed – Sundays

Collections and Customer Services

8am – 7pm Monday to Saturday
9am – 5pm Bank holidays*
Closed – Sundays 

*Please note we are CLOSED on Christmas Day and New Year's Day. 

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

Our agents are available to assist you on the phone via 02920 548 118.