Complaints Regarding Products and Services Acquired Through Our Platform

 

If you have a complaint concerning a product or service obtained via our platform, please address it directly with the relevant lender, broker, or service provider responsible for providing the product or service. Their specific complaints procedure can be found on their website. We are unable to address complaints on behalf of these entities or assume responsibility for such matters.

 

For complaints related to our service, please ensure to include your name, postal address, email address, quote reference, telephone number, and a detailed explanation of your dissatisfaction. Providing comprehensive information will facilitate prompt resolution. If further details are required for investigation, we will endeavor to contact you promptly.

 

Upon request, we are available to communicate via telephone as an alternative means of correspondence.

 

Response Timeframes for Complaints

 

If we resolve your complaint by the close of business on the third business day following its receipt, we will furnish you with a written summary of the resolution. This summary will confirm the complaint’s resolution and remind you of your option to escalate the matter to the Financial Ombudsman Service if you remain dissatisfied.

 

If we are unable to resolve your complaint by the close of business on the third business day following its receipt, we will provide a written acknowledgment of your complaint within five working days of receiving it.

 

Within eight weeks of receiving your original complaint, we will issue a final response or, if unable to do so, a letter explaining the delay and providing an estimate of when you can expect a final response. Should you remain dissatisfied after eight weeks or with our response, you have the option to contact the Financial Ombudsman Service.

 

Contact Information for the Financial Ombudsman Service

 

You can reach the Financial Ombudsman Service at the following address:

 

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

 

Via email: complaint.info@financial-ombudsman.org.uk

 

Or by phone:

 

0800 023 4 567 (calls to this number are free on mobile phones and landlines)

0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers)

To ensure the Financial Ombudsman considers your complaint, you must submit it within six months of receiving our final response.