.png){kind=logo}
1Our Service Commitment
We aim to deliver the highest standard of impartiality, clarity, and client care. However, if any aspect of our intermediary service or customer communications falls short of your expectations, we encourage you to inform us immediately so we can investigate and put things right.
2How to Lodge a Complaint
You may register a complaint free of charge using any of the following communication channels:
By Telephone
070 2165 1946
Mon-Fri: 8:00am - 6:00pm
By Post
Complaints Department
Compare Bond Rates Limited
71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
3Investigation & Resolution Timelines
We adhere to strict operational service level agreements (SLAs) when investigating client complaints:
Acknowledgement within 1 Business Day
We acknowledge receipt of your complaint in writing via email or letter within 24 hours of receipt, providing a unique reference number and the name of the assigned senior compliance investigator.
Investigation & Progress Updates (Within 2 Weeks)
Our compliance officer investigates the matter, reviewing call records, correspondence, and technical logs. If resolution requires additional third-party bank verification, we will provide a comprehensive progress update.
Final Response Letter (Within 4 Weeks)
Within 4 weeks of your initial notification, we issue a formal Final Response Letter detailing our findings, our decision, and any corrective action or remedial offer.