At RateSetter we put our customers’ best interests first. We recognise that award winning customer service is not just about the good times, it’s about how we help you when things don’t go as planned. That’s why if we make a mistake, we promise we’ll go out of our way to make it right.
If you are unhappy with any aspect of our service and would like us to look into your concerns further, 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:
We will always acknowledge receipt of your complaint within 3 working days. If you don’t hear from us within that time, feel free to check-in with us. When we acknowledge receipt of your complaint, we’ll assign you a personal complaint handler. We will give you the name and contact details of the complaint handler and clearly set out the next steps. We will always get back to you as soon as we can, but at the very latest you’ll have a Final Response within 8 weeks of your initial contact. If for any reason we don’t think we can meet that deadline, we will contact you to let you know.
If you are not still not happy, you can refer your complaint to the Financial Ombudsman Service (the ‘FOS’) at South Quay Plaza, Exchange Tower, E14 9SR. The FOS will consider your complaint for up to six months from the date of our Final Response.
If you have any questions about this procedure or anything else, please do not hesitate to contact us on 0203 142 6226.
Hopefully you'll find answers to your questions in our FAQ section.
Still need help? That's fine. Just call us on 0203 142 6226 or email [email protected]
Here's where you can view, select and compare previously matched market rates on RateSetter. Also, check out our default and coverage ratios and see a guide to matched volumes over time.