Trust
Complaints Procedure
If something has gone wrong, we want to know about it. This page explains how to make a complaint, what we do with it, and how you can escalate if you are not satisfied with our response.
How to complain
You can make a complaint by contacting us at hello@switch4good.co.uk. Please include:
- Your name and contact details
- A clear description of what happened
- What you expected to happen
- What outcome you are looking for
- Any reference numbers or dates related to the issue
Our complaints process
Step 1: Acknowledgement. We will acknowledge your complaint within 3 business days. We will confirm who is handling it and provide a reference number.
Step 2: Investigation. We will investigate the issue fairly and thoroughly. This may involve reviewing records, contacting providers, or seeking additional information from you.
Step 3: Response. We aim to provide a final response within 15 business days. If the matter is complex and requires more time, we will let you know and keep you updated on progress.
Step 4: Resolution. Our response will explain what we found, what action we have taken or will take, and any remedy offered. If you are not satisfied with our response, we will explain your escalation options.
Complaints about providers
If your complaint relates to a service provider rather than to Switch4Good itself, we will help direct you to the provider’s own complaints process. Service contracts are between you and the provider, and the provider is responsible for the quality and delivery of their service.
If your complaint is about how Switch4Good presented or introduced a provider’s service, that falls within our responsibility and we will handle it directly.
Complaints about regulated products
If your complaint relates to an FCA-regulated product introduced through the platform, we will handle it in accordance with the Financial Conduct Authority’s complaint handling rules (DISP). This includes providing a written response within the required timeframe and informing you of your right to refer the complaint to the Financial Ombudsman Service if you are not satisfied.
Financial Ombudsman Service
Exchange Tower, London E14 9SR
Telephone: 0800 023 4567
financial-ombudsman.org.uk
Learning from complaints
We treat complaints as valuable feedback. Patterns of complaints are reviewed regularly and feed directly into how we improve the platform, our provider relationships, and our communication. We are committed to getting better, not just resolving individual issues.
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