Complaints
We pride ourselves on our high standards. That said, we recognise that sometimes things may not go as expected.
Your feedback helps us understand where we can improve.
Complaints about provider services
While we're here to help you find a better deal, we don't manage your service once it's active.
To get the fastest resolution, please reach out to your provider directly. They are the best people to help with your specific contract or service.
You’ll find their contact information in your contract or most recent bill.
Complaints about our service
If your complaint is about our service or the information we provide, you can get in touch with us.
Depending on the service you used, a specific team will look into your concerns.
| Service | Who to contact |
|---|---|
| Mortgages | Contact Mojo Mortgages |
| Car or home insurance | Contact Confused.com |
| Temporary car insurance | Contact Tempcover |
| Life insurance | Contact Reassured |
| Health insurance | Contact Howden Life & Health |
| Breakdown or gadget insurance | Contact Comparison Creator |
Car or home insurance
These are handled by Confused.com.
Health insurance
These are handled by Howden Life & Health.
Breakdown or gadget insurance
These are handled by Comparison Creator.
Life insurance
These are handled by Reassured.
Mortgages
These are handled by Mojo Mortgages.
Energy, broadband, mobile, credit, boiler cover, or Utrack
These are handled directly by Uswitch. Contact us by:
- Email: complaints@uswitch.com
- Post: Uswitch Customer Services, The Cooperage, 5 Copper Row, London, SE1 2LH
For complaints about other services, contact Uswitch directly by:
- Email: complaints@uswitch.com
- Post: Uswitch Customer Services, The Cooperage, 5 Copper Row, London, SE1 2LH
When contacting us, please include your name, contact information, and a summary of what happened.
How we handle your complaint
If your complaint is for Uswitch to handle, we'll follow these steps to put things right.
Within 3 to 5 business days
We try to resolve most issues immediately. If you are happy with our solution, we will confirm it in writing and close the matter.
If we need longer
We will send you a formal acknowledgement within 5 days. This includes a reference number and the name of the person looking after your case.
Within 8 weeks
We aim to finish our full investigation and send you a final response. If we need more time, we will write to you with an update.
If you are not happy with our response
If you are not satisfied with our final response, or we have not resolved things within 8 weeks, you can ask an independent Ombudsman to review your complaint. These are free, neutral services.
For regulated financial services (credit cards or boiler cover)
Contact the Financial Ombudsman Service within 6 months of our final response:
- Phone: 08000 234 567 (Freephone)
- Website: Financial Ombudsman Service
- Email: complaint.info@financial-ombudsman.org.uk
For other services (energy, broadband, or mobile)
Contact the Dispute Resolution Ombudsman:
- Phone: 0333 241 3209
- Website: Dispute Resolution Ombudsman
