Complaints

We aim to provide a good service. If something goes wrong, please tell us so we can put it right.

How to complain

You can make a complaint by email. There is no charge, and you do not need to use any particular format — just tell us what went wrong and what you would like us to do about it.

Email: info@checkandswitch.com

What happens next

We will acknowledge your complaint in writing within 5 business days, confirming who is handling it and what happens next. We will investigate it competently, diligently and impartially.

We will send you our final response within 8 weeks. If we cannot, we will write to you before the end of the eighth week explaining why, and telling you when you can expect a response.

If we are able to resolve your complaint to your satisfaction within three business days, we will write to you to confirm the outcome.

If you are not satisfied

If you are unhappy with our final response, please tell us and a different member of the team will review your complaint again.

Where your complaint is about a product or service provided by a lender, insurer, bank or supplier we introduced you to, that provider is responsible for handling it. We will pass your complaint to them, tell you who is dealing with it, and they will set out your further escalation rights — including, where it applies to them, referral to the Financial Ombudsman Service.

Complaints about your personal data

If your complaint is about how we have handled your personal data, please contact us first. You also have the right to complain to the Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, on 0303 123 1113 or by email to casework@ico.org.uk.