Complaints are an opportunity to learn what works and what doesn’t, so we take them very seriously. We want to make sure your RateSetter experience is as positive as possible, and will do everything to resolve your complaint as quickly as possible.
We do our best to get everything perfect, but on occasion something can go wrong. We publish information about the number of complaints we’ve received every six months, in an effort to show you how we’re doing. We also send this information to our regulator, the Financial Conduct Authority (FCA).
The table below shows all complaints received between 1 July 2023 and 31 December 2023. We publish all data on all the complaints we’ve received, including those which were resolved immediately.
The majority of complaints we received were resolved in three days or less, and we aim to resolve matters at the first point of contact wherever possible.