We're sorry that you feel the need to make a complaint. Your experience is important to us, and we are committed to putting things right if they go wrong. We promise to handle your complaint fairly, transparently, and to work with you to find a resolution.
Is your complaint about MoneySuperMarket or a provider?
To get the quickest resolution, it’s important to direct your complaint to the right company. MoneySuperMarket is a comparison service; we don't provide the final product itself.
Contact your provider (e.g., your insurer, lender, or energy company) if your complaint is about:
The terms, conditions, or service of a product you have bought.
The handling of a claim.
Billing, payments, or pricing issues with your policy or plan.
You will find their contact details on your policy documents or any letters they have sent you.
Contact MoneySuperMarket if your complaint is about:
Your experience using our website or app.
The information we presented to you.
The service you received directly from our team.
If your complaint is about us, please follow the guide below.
How to Make a Complaint to Us
To help us investigate your issue as quickly as possible, please try to include the following information when you contact us:
Your full name and preferred contact details.
A clear description of what went wrong, including dates if possible.
Any relevant policy or reference numbers.
What you would like us to do to resolve your complaint.
Our Three-Step Complaints Process
Step 1: Get in touch
The quickest way to get a response is by contacting our Customer Support Team through the messenger on our website. They are empowered to resolve many issues straight away.
Messenger: Click the messenger icon on our site to start a conversation.
Email: You can email us at complaints@moneysupermarket.com.
Post: You can write to us at: Complaints Team, MONY Group House, St David's Park, Ewloe, Flintshire, CH5 3UZ.
Step 2: Acknowledgement and Investigation
We will formally acknowledge your complaint within five working days of receiving it. Your case will be passed to our dedicated Complaints Team, who will conduct a thorough and impartial investigation.
Step 3: Our Final Response
We are committed to resolving all complaints within eight weeks. Our ‘final response’ will be sent to you in writing and will clearly explain our findings, our decision, and any actions we are taking to put things right.
If You’re Not Satisfied with Our Response
If you are unhappy with our final response, or if your complaint has not been resolved within eight weeks, you can refer your case to an independent ombudsman.
For complaints about regulated products (insurance, credit cards, etc.):
You have the right to refer your complaint to the Financial Ombudsman Service (FOS). This is a free, independent service for settling disputes.
Phone: 0800 023 4567
Website: www.financial-ombudsman.org.uk
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
You have six months from the date of our final response to contact them.
For complaints about unregulated products (energy, broadband, etc.):
While the FOS doesn't cover these services, you can still escalate your complaint to the relevant independent body, such as the Energy Ombudsman or the Communications Ombudsman.
Accessibility and Additional Support
We are committed to making our service accessible to everyone. If you need this information in an alternative format, such as large print, or if you require extra support to make your complaint, please let us know when you get in touch.
Frequently Asked Questions (FAQs)
What do you class as a complaint? We consider a complaint to be any expression of dissatisfaction about our service that requires a formal response and resolution. If you just have a general question, the best place to start is our main messenger support.
Will making a complaint affect my ability to use MoneySuperMarket? Absolutely not. Your ability to use our comparison services will not be affected in any way.
Is there a time limit for making a complaint? It's always best to raise an issue as soon as possible. For regulated complaints that you might later want to take to the Financial Ombudsman, they have time limits. Typically, you must complain to them within six months of our final response, and within six years of the event you’re complaining about.
Our Commitment to You
Your feedback is essential. We see every complaint as a valuable opportunity to learn, improve our services, and ensure we're delivering the best possible experience for all our customers. We appreciate you taking the time to share your concerns with us.