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				Help home Internet help Frequently asked questions Making a complaint Money worries
		We hope you'll never need to make a complaint to Egg, but we want to make it as painless as possible if you do. It would be great to be able to deal with your concerns straight away, but we recognise that sometimes we won't be able to. But don't worry. We have an internal complaint escalation process that fully complies with the requirements of the Financial Services Authority. What you need to do  First step First of all, let us know what we've done wrong or what it is that you're unhappy with. You can tell us all about it by calling 08451 233 233 or, if you're an existing customer, by sending us a secure message via the Egg website. If you're contacting us by Typetalk, you can contact us on 18001 08451 233 233. If you're calling from overseas, you can contact us on +44 1332 395 919. Our opening hours are Monday to Friday 8am to 8pm and Saturday 9am to 3pm. If we can't sort out your complaint there and then we'll take full details from you and arrange for the problem to be fully investigated and resolved as quickly as possible. BACK TO TOP Next step  If after the first step, your complaint has not been resolved to your satisfaction, it will be escalated to our Customer Relations Office. They will acknowledge your complaint promptly, no later than five business days from receipt of your complaint, by phone, post or email. Their address is: Customer Relations Office Egg Banking plc Riverside Road Pride Park Derby DE99 3GG The Customer Relations Office is open Monday to Friday - 9am to 5pm (excluding bank holidays). Our aim is to resolve your problem ourselves. However, if you are not satisfied with our final response, or if eight weeks have passed since you first raised your complaint with us, you may have the right to refer your complaint to the Financial Ombudsman. You can contact them at: Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR Telephone: 0845 080 1800 Fax: 020 7964 1001 Website: www.financial-ombudsman.org.uk Email: enquiries@financial-ombudsman.org.uk Their email address should be used for general enquiries only. Please do not send details of your complaint to this email address. BACK TO TOP