Complaints Policy

We aim to provide honest and straightforward comparisons. Transparency is at the heart of what we do at Must Compare you can find out more about this on our Clarity page. We also want you to be happy with our service. We know that even with our best efforts, you might still not be pleased with our service. Please tell us if this happens, what we have done wrong and we will do our best to put things right.

 

You can talk to us by:

  • Writing to MustCompare, 14th Floor, 33 Cavendish Square, London, W1G 0PW
  • Telephone: 0203 8871494 (standard UK landline rates apply) 
  • Email: [email protected]

 

If you have a complaint about a product or service from one of the companies shown on our website or comparison tables, you will need to contact them directly. Please remember we can’t control products or services that belong to other companies. We show a wide range of products and services from other companies to help you make comparisons. We try our best to make sure the information on our website is accurate and up to date. If you find something is wrong or out of date on our website please tell us and we will fix it.

When will you get back to me?

We will let you know when we have received your complaint and try to fix the matter on that same day. It's good to give us as much information as you can so we can look into the matter fully. We might need to speak to you to understand what has gone wrong.

Sometimes a problem can take longer to fix or investigate. Once we have fixed or investigated the matter, we will get back to you with a final response; this will be within eight weeks of us getting your complaint. If for some reason we can’t get back to you within eight weeks with our final response, we will write to you and tell you why.

What if I am not happy with what you tell me?

If you are still not happy with our response to your complaint, or we have not given you a final response within eight weeks, you can ask our Complaints Manager to look into the matter for you:

  • Write to: Writing to MustCompare, 14th Floor, 33 Cavendish Square, London, W1G 0PW
  • Email: [email protected]

 

You can also ask the Financial Ombudsman Service (FOS) to look into your complaint. This needs to be done within six months of our final response. You can contact them by:

 
Please remember you have a maximum of 6 months from the date of receipt of our final response within which to contact FOS, after this period FOS will not have our permission to review your complaint, except in very limited circumstances. Even if you have asked for your complaint to be looked at by our Complaints Manager, you still have the right to contact the Financial Ombudsman Service within six months of our final response to you.