Complaints Procedure

1. Our Commitment

At Rates Compare Limited, we are committed to providing excellent service to all our clients. However, we recognise that occasionally things may go wrong. When this happens, we want to resolve your concerns as quickly and fairly as possible.

2. How to Make a Complaint

Contact Details

Please provide as much detail as possible about your complaint, including relevant dates, names, and any supporting documentation.

3. Our Response Process

Immediate Acknowledgment

We will acknowledge your complaint within 1 business day of receipt and provide you with a complaint reference number.

Investigation

We will investigate your complaint thoroughly and provide you with a final response within 8 weeks of receiving your complaint.

Resolution

Our final response will explain our findings and any action we propose to take to resolve your complaint.

4. Financial Ombudsman Service

If you are not satisfied with our final response, or if we have not responded within 8 weeks, you may be able to refer your complaint to the Financial Ombudsman Service.

5. Financial Services Compensation Scheme

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Most types of investment business are covered up to £85,000. Further information is available from the FSCS at www.fscs.org.uk or by calling 0800 678 1100.