How do I make a complaint?

The London Mint Office Complaints Procedure

In the unlikely event that you have a complaint about our products or service, please let us know by telephone, email or by writing to us:

Telephone:          0330 024 1001  
Address:             LMO Processing Centre
                           PO Box 89
                           PORTH
                           CF40 9BJ
Email:                Customercare@londonmintoffice.org 

Resolving Complaints

Your complaint will be passed to the relevant department to resolve your issue.  The department will endeavour to resolve your complaint swiftly as possible.

Your complaint will also be passed to a line manager.

If a complaint cannot be resolved within 24 hours or you are not happy with the resolution, the complaint will be escalated to our Customer Experience Manager. You will receive communication from the manager within 72 Hours.

The Customer Experience Manager will record the complaint on your account and attempt to resolve the issue within 48 hours.

If the issue is still unresolved or you are not satisfied, the complaint will be passed to the head of the relevant department in relation to the dispute. You will be advised of the outcome within 2 weeks.

Exceptional circumstances may arise if any additional information is required; the response times will start from the point the information is received. 

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