If you have forgotten your password:

1. Go to the login page, click on ‘forgotten password’.
2. Enter your email address on the forgotten password page.
3. You will be sent an email with instructions and a link on how to reset your password for your account.

Personal details can be changed by first logging into your account and viewing the Portal homepage. 

1. Click on the menu button on the top left side of the portal homepage. This opens the side navigation menu.
2. Click on the ‘personal details’ button which opens the personal details page.
3. Click on the blue ‘edit personal details’ button.

We ask for your mobile number for security reasons, as we are using Two Factor Authentication. When you attempt to log into your account, you can choose to receive your access code via SMS (Text message) or Email Address. We also may contact you directly if we need to discuss something over the phone.

We check some information about your complaint during registration. Before we can create an account for you, we need to ensure you have complained to the organisation first and you will need to give them a chance to sort out your problem. The law says that, before investigating a complaint, we must normally be satisfied you have made a formal complaint and the organisation has had an opportunity to investigate and reply.

Passwords can be changed by first logging into your account and viewing the Portal homepage. 

1. Click on the menu button on the top left side of the portal homepage. This opens the side navigation menu.
2. Click on the ‘personal details’ button which opens the personal details page.
3. Click on the blue ‘change password’ button.

There 2 options you could use to provide further information.

1. Copy and paste any text from your email into the complaints pages. Please note there is a 1000 character limit.
2. Export your email as a PDF file and attach it to the complaint form or the message.

No, we do not provide an email address for new complaints or for existing portal users. Once we have accepted your complaint you will be able to communicate with us electronically via the messaging facility within the portal.

We recommend adding our address (lgo.org.uk) to your safe senders list to ensure you receive our emails smoothly.

Find more information on how to add our address to your safe senders list

If you do not receive our verification email, and have checked your spam folders, you can call our helpline and speak to one of our advisors. Our opening hours can be found at https://www.lgo.org.uk/contact-us