Our complaints procedure and how to complain.

At uSwitch we want to provide the highest possible level of service to all our customers and we take any complaints very seriously. Use this page to find out how to make a complaint.

• General complaints
• Home insurance
• Car insurance
• Life insurance
• Bike insurance
• Travel insurance
• Van insurance
• Boiler cover complaints

General complaints

Step 1: Contact us

For complaints about utilities, personal finance and communications switching, please contact the uSwitch customer service team.

1. Telephone:

0800 051 5493 (freephone number)

Opening hours: Monday to Thursday 8am - 9pm. Friday 8am - 6pm. Saturday 9am - 5pm. Sunday Closed

2. Email:
customerservices@uswitch.com
3. Post:
uSwitch Ltd, Floor 2, Centro 3, 19 Mandela Street, London, NW1 0DU

We kindly ask that you give our team the opportunity to resolve your complaint. If the matter has not been resolved to your satisfaction, you can follow the steps below:

Step 2: Escalate the complaint

Let us know that that you are not happy with the way your complaint has been dealt with and we will escalate the matter to a manager.

Step 3: Get your case reviewed

If you feel that the matter has still not been resolved to your satisfaction, you can ask for your case to be reviewed by the General Manager of uSwitch.

If your query is regarding an FSA regulated product and you are still not satisfied with our responses, you can request that the Financial Ombudsman Service reviews your case. The Financial Ombudsman can be contacted at: South Quay Plaza, 183 Marsh Wall, London E14 9SR or emailed at enquiries@financial-ombudsman.org.uk

uSwitch is also authorised and regulated by the Financial Service Authority, and our registration number is 312850. This information can be checked on the FSA's register by visiting their website or by contacting them on 0845 606 1234.

Home insurance

Life insurance

uSwitch.com life insurance is provided and administered by Direct Life and Pension Services Limited. If you have any enquiries or a complaint about the uSwitch.com life insurance comparison service, please contact the uSwitch.com life insurance customer service team on:

Telephone: 01243 817 904

E-mail: uswitchadmin@directlife.co.uk

Post: Direct Life & Pension Services Limited, Metro House, Northgate, CHICHESTER, West Sussex , PO19 1BE

If you feel the matter has not been resolved to your satisfaction, you can ask for your case to be reviewed by Direct Life and Pension Services Limited and a final decision will be made on behalf of the Chief Executive Officer.

Bike insurance

uSwitch.com bike insurance is provided and administered by The Bike Insurer Services Limited. If you have any enquiries or complaints about the uSwitch.com bike insurance comparison service, please contact the uSwitch.com bike insurance customer service team on:

Telephone 0870 225 8207

E-mail customer.services@thebikeinsurer.co.uk

Customer services will respond to your enquiry as quickly as possible, which we trust will resolve the matter.

If you feel the matter has not been resolved to your satisfaction, you can ask for your case to be reviewed by The Bike Insurer Services Limited and a final decision will be made on behalf of the Chief Executive Officer.

Travel insurance

uSwitch.com travel insurance is provided and administered by Drakefied Insurance Services Limited. If you have any enquiries or complaints about the uSwitch.com travel insurance comparison service, please contact the uSwitch.com travel insurance customer service team on:

Telephone 0845 092 0559

Email enquiries@uswitchtravelinsurance.co.uk

Post Customer services, Drakefield Insurance Services, West Wing, Miles Gray Road, Basildon. Customer services will respond to your enquiry as quickly as possible, which we trust will resolve the matter.

If you feel the matter has not been resolved to your satisfaction, you can ask for your case to be reviewed by Drakefield Insurance Services and a final decision will be made on behalf of the Chief Executive Officer.

Van insurance

uSwitch.com van insurance is provided and administered by The Bike Insurer Services Limited. If you have any enquiries or complaints about the uSwitch.com van insurance comparison service, please contact the uSwitch.com van insurance customer service team on:

Telephone: 0870 225 8207

E-mail: customer.services@thebikeinsurer.co.uk

Customer services will respond to your enquiry as quickly as possible, which we trust will resolve the matter.

If you feel the matter has not been resolved to your satisfaction, you can ask for your case to be reviewed by The Bike Insurer Services Limited and a final decision will be made on behalf of the Chief Executive Officer.

We are regulated by the financial services watchdog for boiler cover complaints

The Financial Services Authority (FSA) oversees the regulation of financial products, and this includes certain boiler cover products.

When comparing boiler cover with uSwitch you will be shown products that are covered by the FSA and products that are not. The products that are not covered by the FSA are classed as service contracts and the products that are covered are more similar to insurance products.

The difference between these two types of products is limited to the way the product is described and the process in which you can complain. There is also a difference in tax: the service contracts are subject to VAT of 17.5%, whereas the FSA regulated plans are subject to insurance premium tax (IPT) at a standard rate of 5%. Please note all plans shown on your results include VAT and IPT where applicable.

How you can complain

Here is the uSwitch complaints procedure:

Step 1

If you have any enquiries about the uSwitch.com boiler cover comparison service, please contact the uSwitch.com customer service team on:

Telephone: 0800 404 7960

Email: customerservices@uswitch.com

Post: Customer services, uSwitch Ltd, Floor 2, Centro 3, 19 Mandela Street, London, NW1 0DU

Customer services will respond to your enquiry as quickly as possible, which we trust will resolve the matter.

Step 2

If you feel the matter has not been resolved to your satisfaction, you can ask for your case to be reviewed by uSwitch Ltd and a final decision will be made on behalf of the Managing Director.

Step 3

If your query is regarding an FSA regulated product and you are still not satisfied with our responses, you can request the Financial Ombudsman Service to review your case. The Financial Ombudsman can be contacted at: South Quay Plaza, 183 Marsh Wall, London E14 9SR or emailed at enquiries@financial-ombudsman.org.uk

uSwitch is also authorised and regulated by the Financial Service Authority, and our registration number is 312850. This information can be checked on the FSA's register by visiting their website or by contacting them on 0845 606 1234.

Our FSA authorisation allows uSwitch.com to collect all relevant details from you if you choose to apply for a product, and forward them to the selected supplier. Your chosen supplier will process your application and send you any relevant policy documentation. uSwitch.com will send you a confirmation email with details of the supplier and product you selected.