We value your feedback and take complaints seriously. If you’re unhappy with our service, content, comparison information or the way we have handled an issue, we want to hear from you.
1. Contact us
Please contact our team with details of your complaint. The more information you can provide, the easier it will be for us to investigate and respond. We recommend submitting your complaint via email with all relevant information.
2. We’ll investigate
Once you've told us about your concern, we will investigate it and discuss a resolution with you. If we can’t resolve it straight away, or if the issue is of a very complex nature, we will give you an idea of how long it will take us to investigate the issue.
We'll also let you know who will be managing it for you. Our aim is to get your issue fully resolved within 10 working days.
Where appropriate, we may review relevant account information, correspondence, records or other available information.
Our aim is to resolve complaints as quickly as reasonably possible. If a complaint requires additional investigation, we’ll keep you informed of progress.
3. We’ll provide an outcome
Once we have completed our investigation, we’ll explain the outcome and any action we intend to take.
If we have made a mistake, we will seek to correct it where appropriate.
4. If you’re not satisfied
If you’re unhappy with our response, you can ask for your complaint to be reviewed by another senior member of our team or board.
Some products and services we compare may also be provided by third-party companies.
Where your complaint relates to a product or service provided directly by another company, we may refer you to that company's complaints process.
Other options you may use to seek independent advice or assistance from:
The Disputes Tribunal
The Citizens Advice Bureau
Your Community Law Centre
The Office of the Privacy Commissioner (for privacy issues)
Our commitment
We will treat complaints fairly, listen to your concerns and use feedback to improve our services and the information we provide.