How to Complain About Post Office Money
Everything you need to make an effective complaint against Post Office Money, including contact details, your rights, deadlines, and escalation paths.
Also known as: Post Office, Post Office Money
Contact Details
complaints@postoffice.co.uk
0345 722 3344
Your Rights
Financial Conduct Authority (FCA) Handbook
Financial services firms must handle complaints fairly under FCA DISP rules. They must acknowledge within 5 business days and provide a final response within 8 weeks.
Step-by-Step Complaint Guide
Gather your evidence
Collect all correspondence, receipts, contracts, and any other documents related to your issue with Post Office Money. Take screenshots of online chats and note down phone call dates and times.
Write a formal complaint
Send a clear, factual complaint to Post Office Money. Include your account/reference number, a timeline of events, what went wrong, and what you want them to do about it. Email: complaints@postoffice.co.uk
Set a deadline
Give Post Office Money 14 days to respond to your initial complaint. If they don't respond, send a follow-up referencing your original complaint and requesting a response within 7 days.
Escalate if needed
If Post Office Money hasn't resolved your complaint within 8 weeks (or has sent a final response you disagree with), escalate to the Financial Ombudsman Service.
Consider further action
If ombudsman resolution isn't satisfactory, you may have the option of taking your case to the Small Claims Court for disputes up to £10,000.
Escalation Routes
Financial Ombudsman Service
FCA
Key Deadlines
| Initial response | 14 days (reasonable expectation) |
| Final response | 8 weeks (regulatory deadline for most sectors) |
| Ombudsman referral | After 8 weeks or final response |
| Limitation period | 6 years (contract) / 3 years (personal injury) |
Need Help With Your Complaint?
Frank can help you draft a professional complaint letter, track deadlines, and guide you through the escalation process.