How to make a complaint

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At RateSetter, we put our customers’ best interests first and always aim to provide them with the highest level of service.  However, we understand that sometimes things don’t go as planned and we may not meet your expectations.

If you are unhappy with any aspect of our service and would like us to look into your concerns, please do not hesitate to get in contact. You can:

If you are making your complaint in writing, please give us as much information as possible including:

  • Your name
  • Your account number
  • A summary of your complaint
  • The best way to contact you if we need more information

What happens next?

We commit to resolving your complaint as quickly and fairly as we possibly can. In most cases, we aim to resolve matters within 3 working days but we may take a little longer where it is a bit more complex.

If we are unable to provide a full response at this stage, or it is taking longer than expected, we will write to you to let you know we are investigating the matter further. We will acknowledge receipt of your complaint within 3 working days.

When we acknowledge receipt of your complaint, we will clearly set out the next steps.

We aim to have the more complex issues resolved within 15 calendar days. If we think it is going to take longer, we will tell you and let you know if your complaint is eligible for referral to the Financial Ombudsman Service. We aim to have a full response for such cases within 35 calendar days, but at the very latest, you will have a final response within 8 weeks of your initial contact. If for any reason we cannot meet this deadline, we will contact you to let you know.

What if my complaint isn’t resolved in 35 days?

If we can’t get to the bottom of it within 35 days, or if you’re unhappy with our final response, you can refer your complaint to the Financial Ombudsman Service.
 The Financial Ombudsman Service is a free and independent service to help resolve complaints, if it is clear that resolution cannot be reached with us in the first instance. Although there are time limits for referring your complaint to the Ombudsman, we will consent to the Ombudsman considering your complaint even if you refer the complaint outside the time limits.
 There are some limitations to what they can investigate – visit to find out more.