We aim to give every visitor to Compare Bills UK a fair, transparent service. If something’s gone wrong, we want to know about it so we can put it right. This page explains how to raise a complaint, what happens next, and — where your complaint relates to a regulated product — where else you can turn.
1. What this procedure covers
This procedure covers complaints about Compare Bills UK’s own website and service — for example, the accuracy of information we’ve shown you, how we’ve used your data, or your general experience using comparebillsuk.co.uk.
Important: Compare Bills UK is not itself authorised or regulated by the Financial Conduct Authority (FCA). Car, home and health insurance quotes on this site are provided by our FCA-authorised, regulated partner. If your complaint is about a specific quote, policy, or the conduct of that partner once you’ve been referred to them, please see section 5 for how to raise it with them directly.
2. How to make a complaint
You can reach us by:
3. What to include
To help us look into your complaint quickly, please include:
- Your name and the best email address to reach you on;
- Which part of the site or service your complaint relates to (for example, energy comparison, an insurance quote form, or a renewal reminder email);
- What happened, and when;
- What outcome you’d like us to consider.
4. What happens next
- We’ll acknowledge your complaint within 5 working days of receiving it.
- We’ll investigate and aim to send you a full response within 15 working days. If it’s more complex and needs longer, we’ll let you know and keep you updated on progress.
- Our response will explain what we found, and what — if anything — we’re doing to put things right.
5. Complaints about a quote, policy or switch
Once you’re referred to a supplier or to our FCA-authorised, regulated insurance partner — for example, to complete an energy switch or to get an insurance quote through their co-branded form — your agreement for that product is with them, not with Compare Bills UK. If your complaint is about:
- The price, terms or handling of an insurance quote or policy, or
- The service you received from an energy, broadband or mobile supplier after switching,
please raise it directly with that supplier or partner first, using their own complaints procedure. If you’re not satisfied with their response, and the complaint concerns a regulated activity carried out by an FCA-authorised partner, you may be able to refer it to the Financial Ombudsman Service (FOS) free of charge:
Financial Ombudsman Service
Website: financial-ombudsman.org.uk · Phone: 0800 023 4567
If you’re unsure whether your complaint should go to us or to a partner, contact us using the details in section 2 and we’ll point you in the right direction.
6. Changes to this procedure
We may update this procedure from time to time, for example as our partner arrangements change. The «Last updated» date at the top of this page shows when it was last revised.