If you aren't happy with the service you received please let us know as soon as possible.
Our aim is always to provide an exceptionally high level of service to all of our customers. Where customers feel they have cause to raise a complaint it is important to us that these are dealt with objectively, fairly and within an acceptable time frame.
The following procedure explains how we deal with complaints, our commitments to you and what redress you have if you think your complaint has not been resolved to your satisfaction.
To assist us in resolving your complaint efficiently it would be helpful if you could provide the following information:
Any complaint, verbal or written, will be allocated it to the most appropriate Complaints Handler. We will always try to resolve your complaint immediately. However, sometimes this may not be possible. In all cases we will implement the following process:
The Customer Resolutions Department will work with the relevant department managers to establish the nature and scope of your complaint having due regards to the Financial Conduct Authority's direction:
It is QuoteSearch's policy to treat all complainants the same, however, certain types of complaints fall within the scope of FCA rules and consequently within the jurisdiction of the Financial Ombudsman Service.
This will set out clearly the QuoteSearch decision and the reasons for it. If any
compensation is offered a clear method of calculation will be shown.
Where appropriate we are required to include details of the Financial Ombudsman Service in the final response. If dealing with an eligible complainant and a regulated activity, we will:
Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated differently. Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a Summary Resolution Communication, being a written communication from us which:
We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service.
If you have a regulated consumer credit contract arranged by us and are not satisfied with our Final Response, you may be eligible to refer the matter to the Financial Ombudsman.