Complaints

At CompareDIal, we take complaints very seriously. We try our best to provide a reliable service, with accurate and up to date information to the best of our ability.

However, we’re not perfect. We may occasionally make mistakes, but we’ll do our best to fix them as soon as possible.

If you have a complaint about us, spot a mistake, or have any other issues, please let us know. We’ll do what we can to resolve any problems and find an appropriate solution.

Make a complaint

To make a complaint, send us an email at [email protected]

Please include as many details as possible, such as who is affected by the complaint, which aspects of CompareDial are at fault, and where you'd like us to respond.

How we handle complaints

We have a set of procedures in place for handling complaints:

1. Record

We will record all complaints in our log, including details about when we received the complaint, who is affected by the complaint and the severity of the complaint. Where necessary, we may record additional details that may help us in resolving your complaint.

2. Respond

We’ll always respond within 2 working days, acknowledging your complaint and details on how we aim to resolve your complaint.

Some complaints may require more time from us to work out a solution, such as complaints related to more technical aspects of the comparison tool. When this is the case, we will still acknowledge your complaint within 2 working days, but we will inform you as to why we haven’t found an immediate solution, and what we plan to do to find a solution. We will regularly update you throughout the process.

Where necessary, we may ask you for more information to help us resolve your complaint.

3. Resolve

Once we have a solution, we’ll inform you as soon as possible.

If you think our solution is inadequate or not up to scratch, we’ll try our best to find a solution that you find adequate. We will escalate your complaint where necessary, in order to speed up the process.

Occasionally, we may believe that we are not at fault for the complaint. This may occur when the problem lies with the retailer or provider from where you purchased your contract. When this is the case, we will provide appropriate contact details for you to complain directly to the retailer or provider, who should be able to resolve your complaint.