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Complaints

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 and escalate a complaint.

uSwitch complaints

Stage 1: Contact Us

For complaints about uSwitch’s energy, broadband, mobiles, car insurance or banking comparison and switching services, or about uSwitch in general, please contact the uSwitch customer services team using one of the options below:

  • Email: complaints@uswitch.com
  • Post: uSwitch Customer Services, Shand House, 14-20 Shand Street, London, SE1 2ES
  • Telephone: 0800 6888 244

Our Customer Services team will respond to your enquiry as quickly as possible, and will discuss with you how best to resolve the matter.

Stage 2: Senior Management Review

If your complaint has not been resolved to your satisfaction, you can ask us for an internal review. We will then escalate your complaint to a senior manager, who will investigate and try to resolve the matter for you

Stage 3: Independent External Review

Following the final outcome of a senior management review, if you feel that the matter has not been resolved to your satisfaction, you can ask the appropriate independent alternative dispute resolution (ADR) service to review your complaint. We will set out how to escalate your complaint for external review when we let you know the final outcome of Stage 2. In any event, you have the right to seek external review of complaint if we've been unable to resolve it within 8 weeks, as set out below. These dispute resolution services are available at no cost to you.

For complaints relating to uSwitch’s car insurance, banking or boiler cover comparison services, The Financial Ombudsman is likely to be the appropriate external review body. The Financial Ombudsman Service can be contacted using the details below:

  • Website: Financial Ombudsman
  • Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
  • Phone: 0300 123 9 123

For complaints relating to any other uSwitch services, including energy, broadband and mobile comparison and switching services, uSwitch participates in the Consumer Ombudsman scheme to provide an external review body for complaints. The Consumer Ombudsman can be contacted using the details below:

  • Website: Consumer Ombudsman
  • Address: The Consumer Ombudsman, The Brew House, Wilderspool Park, Greenall's Avenue, Warrington, WA4 6HL
  • Phone: 0333 300 1620

Home Insurance Complaints

uSwitch’s home insurance service is provided and administered by AutoNet Insurance Services Limited. If you have any enquiries or a complaint about this service, please follow the procedure as set out on AutoNet’s website below:

If you feel the matter has not been resolved to your satisfaction, you can request that the Financial Ombudsman Service reviews your case. The Financial Ombudsman Service can be contacted using the details below:

  • Website: http://www.financial-ombudsman.org.uk/
  • Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
  • Phone: 0300 123 9 123

Life and Health Insurance Complaints

uSwitch’s life and health insurance services are provided and administered by ActiveQuote Limited and ActiveQuote Health Limited respectively. If you have any enquiries or a complaint about these services, please contact ActiveQuote using the details below:

  • E-mail: customer_service@activequote.com
  • Post: ActiveQuote, 1st Floor, Cambrian Buildings, Mount Stuart Square, Cardiff Bay, CF10 5FL
  • Telephone: 02920 099018

If you feel the matter has not been resolved to your satisfaction, you can request that the Financial Ombudsman Service reviews your case. The Financial Ombudsman Service can be contacted using the details below:

  • Website: Financial Ombudsman
  • Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
  • Phone: 0300 123 9 123