Raising a query or concern


At Supacompare.com we are aware that there are times when you need help with our site and how to use it. If this is the case or if you have any questions or concerns about any aspect of our service, please let us know. We’ll then investigate the situation and, where necessary, set about putting things right as quickly as possible.

How do I do this?


If your concern is in relation to the general use of our website, or searches showing on your credit file that you aren’t sure about, you can contact us via email or by post at Supacompare, FAO Customer Services, The Old Bank, 247 Chapel Street. M3 5EP. If you remain dissatisfied once we have responded to your concern, we will then log this as a formal complaint, send you an acknowledgement and issue our final response as soon as possible (but no later than eight weeks, in line with the industry regulator requirements). However, if your concern relates to incorrect information or an entry on your credit file (such as an incorrect address registered or a payment status incorrectly registered by a lender), please raise your concern by clicking the “raise a dispute” box within your credit file. This will ensure your query goes straight to the relevant party, as we at Supacompare aren’t able to make such changes for you. This is because we only provide you with access to the credit data that TransUnion hold on you and therefore we are unable to amend this ourselves.

Our policy


We aim to send an initial response to queries within three working days (unless it’s a dispute raised via your credit file) and, if this is not possible, within five working days.

If the complaint or query relates to one of our partners’ services incorrectly, then we refer it to the correct organisation to ensure it can be properly addressed – and we will of course inform you of this.

We investigate the complaint and its source. Where we are at fault (for example, because we have breached a relevant rule or there has been an administrative error) we assess whether other customers may have been affected by the fault and put in place procedures to correct the problem.

Financial Ombudsman Referrals?


If you’re not satisfied with the outcome of a complaint, you may be entitled to contact the Financial Ombudsman Service. This can be done once we have issued our final response (referral details will be provided in this letter) or if the eight weeks we have in which to respond to the complaint has lapsed.

You may contact the Financial Ombudsman using the details below:

The Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR

Telephone Number: 0800 023 4567 or 0300 123 9123

Monday to Friday : 8am to 8pm

Saturday : 9am - 1pm.

Online complaints: www.financial-ombudsman.org.uk/contact-us/complain-online

Website: www.financial-ombudsman.org.uk

Online dispute resolution


If your complaint is regarding a product or service which you obtained via our service, then you should address your complaint direct to that Supplier. You can raise a complaint about any services obtained online by visiting the European Commission’s Online Dispute Resolution Portal. Doing so will help you to access the appropriate dispute resolution body for your complaint.