Supporting Our Customers

At 118 118 Money, we’re committed to being here for everyone, no matter your background, circumstances, or needs. We understand that life doesn’t always go to plan, and we’re here to support you with empathy, flexibility, and respect.

EVERYONE DESERVES SUPPORT

We believe financial services should be inclusive and accessible. Whether you're managing a change in your life, facing financial challenges, or need extra help using our services, we’ll do our best to support you.

We offer:

• Flexible repayment options tailored to your situation
• Accessible customer service through multiple channels
• Clear, jargon-free communication
• Support for a wide range of needs, including mental health, disability, and financial vulnerability.

SUPPORTING YOU THROUGH LIFE'S CHALLENGE

We understand that everyone’s situation is different. That’s why we offer support that’s tailored to your unique situation, including help with:

• Health issues or caring responsibilities
• Job loss or changes in income
• Financial worries or debt concerns
• Coping with loss or family changes
• Understanding your account and payments

If you’re going through a tough time, please reach out. We’re here to listen, without judgment, and work with you to find the best path forward.

HOW TO REACH US 

You can contact us in the way that works best for you:

• Live Chat: Available in the 118 118 Money App
• Phone: Call us on 02920 548 118
• Email: CustomerServices@118118Money.com
• Online Portal: Manage your account anytime

Opening hours:

• Monday to Saturday: 8am – 7pm
• Bank Holidays: 9am – 5pm
• Closed on Sundays

If you need communication in a different format or language, or if you use assistive technology, let us know, we’ll do our best to accommodate you.

EXTRA SUPPORT FROM CHARITIES

If you need additional help, these UK charities offer free, confidential support: