Complaints Policy
This policy applies to complaints about the services provided by Compare Finance Tech Ltd (trading as Mortgage Compare). We take all complaints seriously and are committed to handling them promptly, fairly, and consistently, in line with FCA complaint-handling standards (DISP).
If you are unhappy with any aspect of our service, we want to hear from you so that we have the opportunity to put things right.
How to Make a Complaint
You can raise a complaint through any of the following channels:
- Online form: complaints form on our website
- Email: complaints@mortgage-compare.uk
- Post: Complaints, Compare Finance Tech Ltd, 128 City Road, London, EC1V 2NX
Please include your full name, contact details, a clear description of the issue, any relevant dates or reference numbers, and the outcome you are seeking.
What Happens Next & Our Timescales
We will send you a prompt written acknowledgement confirming that we have received your complaint and who is handling it.
Where we are able to resolve your complaint quickly, we aim to do so within 3 business days of receiving it (a summary resolution). If we resolve it this way, we will send you a summary resolution communication setting out what we have done.
If we need more time to investigate, we will keep you updated on our progress. In all cases we will send you a final response within 8 weeks of receiving your complaint. Our final response will set out our assessment of the complaint, our decision, the reasons for it, and any remedial action we are taking.
If You Are Not Satisfied
If you are not satisfied with our final response, or if 8 weeks have passed since you first raised your complaint and you have not received a final response, you may be able to refer your complaint to the Financial Ombudsman Service (FOS) — a free, independent service for resolving financial disputes.
You must refer your complaint to the FOS within 6 months of the date of our final response letter.
Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Website: financial-ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9 123
A copy of the FOS explanatory leaflet will be provided with our final response.
The authorised firm responsible for this service is Compare Finance Tech Ltd.
How We Use Your Information
We will process the personal information you provide only for the purposes of investigating and resolving your complaint. For full details of how we handle personal data, please see our Privacy Policy.
We retain complaint records (including correspondence and outcomes) for a minimum of 3 years from the date the complaint was closed, as a matter of good practice.
Who Is Responsible
Compare Finance Tech Ltd is responsible for handling complaints about the services provided on this website.
Correspondence address: Complaints, Compare Finance Tech Ltd, 128 City Road, London, EC1V 2NX.
This policy was last updated on 30 June 2026. Compare Finance Tech Ltd is registered in England and Wales (Company Number 16649525).