Customer care and complaints

Customer care

If you have questions about us or our services or need some help with your account, please get in touch.

If you’re a registered customer, you can contact our Customer Services Team by logging into your Raisin UK Account and sending a secure message. Alternatively, you can also contact us through any of the following ways:

By email:
service@raisin.co.uk
We aim to respond within three business days

17/03/20: Due to COVID-19 counter-measures, we’re unable to handle large call volumes at this time. If you need to contact us, please consider sending an email or secure message from your Raisin UK Account.

By Phone:
0161 601 0000
Monday to Friday (excl. Bank Holidays)
8:30 am to 4:30 pm

Calls will be charged at local rates from most UK phones

Write to us:

25/03/20: Due to Government ordered COVID-19 counter-measures, we’re unable to collect post from our office at this time. If you need to provide evidence to support a change of name, address or nominated account, please send a photo or scan via email or secure message from your Raisin UK Account. If you recently sent documents to us by post, please resend them as described above.

Raisin UK
Cobden House
12-16 Mosley Street
Manchester
M2 3AQ

Complaints

We’re committed to providing you with the best possible service, but we know that sometimes things can go wrong. If you feel dissatisfied with any aspect of our service and would like to make a complaint, then in the first instance, please contact us at 0808 280 2548 or service@raisin.co.uk. Alternatively, you can write to us at the following address: Customer Services Team, Raisin Technology Limited, Cobden House, 12-16 Mosley Street, Manchester M2 3AQ. We will immediately carry out an independent investigation of your complaint and will provide a written response.

We will acknowledge your complaint within five business days. If we are unable to resolve your complaint to your satisfaction and you are an eligible complainant as defined by the Financial Conduct Authority, you will have recourse to the Financial Ombudsman Service. Details of the Financial Ombudsman Service are:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

complaint.info@financial-ombudsman.org.uk

020 7964 1000 (switchboard)
+44 20 7964 1000 (for calls from outside the UK)
020 7964 1001 (main fax)

0800 023 4 567 (Calls to this number are now free on mobile phones and landlines)
0800 023 4 567 (Calls to this number cost no more than calls to 01 and 02 numbers)