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Help centre

Get quick answers to your questions in our Help Centre.

Festive season customer service hours

Please be aware that during the festive season, some of our customer service hours will change:

Tuesday 24th December - 8am - 4pm
Wednesday 25th December - Closed
Thursday 26th December - 9am - 5pm
Tuesday 31st December - 8am - 4pm
Wednesday 1st January - Closed

Other useful contact numbers

UK Customer Service
0330 024 0924

Calling from abroad: +44 207 153 8940

See Service Status.

We're available by phone Monday to Friday from 8am to 8pm, Saturday from 8am to 4pm and from 9am - 5pm on UK Bank holidays. Calls may be recorded. You can also check our Help Centre at any time.
Credit management queries
0203 059 5784

Our credit management team can help if you're having financial difficulties making a repayment.

We're available by phone Monday to Thursday from 8am to 8pm, Friday 8am to 6pm and Saturday 9am to 1pm.
24/7 help for lost or stolen cards
0330 024 0924

We're on hand 24/7 to help if you have lost your card or had it stolen. You can also temporarily block your card in your Online Banking Account.

Business partnerships or affiliates
Zempler Bank is leading the way towards smarter, simpler business banking. You can find out more about becoming a Zempler Bank partner here.
Media and press enquiries
Drop a note at [email protected].

Please note, this inbox isn't monitored for Customer Service queries.

Our complaints team

If you need to raise a formal complaint, you can contact us in three ways and we’ll do our best to resolve it for you as soon as we can.

If you haven’t already, it’s best to call our Customer Service team about your issue first, so that we can investigate and resolve your issue faster. Otherwise you can:

Send a letter to:

Zempler Bank Complaints Department, PO Box 5525, Manchester, M61 0QS

Send an email to:

[email protected]

If you don’t feel that we’ve been able to reach a satisfactory resolution to your complaint, you may contact the Financial Ombudsman.

Sending a letter to:  Financial Ombudsman Service, Exchange Tower, London E14 9SR.

Calling them on the Financial Ombudsman Helpline: 0800 023 4567 (free to call from landlines), or 0300 123 9 123 (free to call on some mobile phone contracts, please check with your provider).

Sending an email to:  [email protected]

If you'd like to see our full complaints handling procedure, please see this document.

Every 6 months we submit complaints data to the Financial Conduct Authority. View our most recent data here.