How to make a complaint?
We aim to provide a high level of service to all of our customers but occasionally things can go wrong, If this happens, we will do everything we can to put things right and assist you. If you have a complaint about our service, please contact us:
By email to firstname.lastname@example.org and we will attempt to resolve your complaint within 3 working days. If we are unable to resolve your complaint we will try to agree the next steps with you.
In writing, please address your letter to:
Compare the Market Customer Care Manager Pegasus House Bakewell Road Peterborough, PE2 6YS
For the purposes of handling complaints our working day is 9.00am – 5.00pm Monday to Friday excluding bank holidays.
Should you wish to use an alternative means of communication, we are happy to on request to correspond with you by telephone.
Please include your name, address, a contact number, your quote number and details of why you are unhappy. This will help us to respond to you as quickly as possible.
If we are unable to initially resolve your complaint, we will send a written acknowledgement of your complaint to you. In our acknowledgement we will advise you of the name and job title of the person who will be dealing with your complaint.
By the end of eight weeks after receipt of your original complaint letter we will send you a final response or a letter explaining why we are still not in a position to issue a final response and advising you of when we expect to be able to do so.
You may after eight weeks, or if you are unhappy with our response to your complaint, contact the Financial Ombudsman Service who may be contacted at
Exchange Tower, London, E14 9SR. Telephone 0800 0234567. Web www.financial-ombudsman.org.uk
If your complaint is regarding a product or service that you have purchased via this website then you can complain directly to the relevant product or service provider responsible for supplying the product or service about which you wish to complain. If you wish to raise a formal dispute you can do so through the European Commission’s Online Dispute Resolution procedure. This procedure will help you to access the appropriate dispute resolution body.
We cannot answer complaints on behalf of a product or service provider or accept responsibility for any such complaints. We recommend that you visit the website of the product or service provider and follow their complaints procedure if you wish to make a complaint against them.
To view information on our complaints for the period 1 January to 30 June 2018 click here.
Last updated: 31st August 2018