Complaints Policy

Our company aim:

We work hard to ensure all product and provider information listed on the PocketRate website is up to date and accurate.

We monitor the PocketRate comparison tables every day so that all the information provided is correct and helps you, the consumer; make a more informed decision about your requirements.

We are regulated by the Financial Conduct Authority (FCA) and have a duty to comply with all FCA requirements and standards. We take these responsibilities very seriously.

Making a complaint

We hope you find our service of great benefit and hope that you never feel the need to complain. However, in the event that you find incorrect or missing information on our website, then we have put in place a straightforward procedure for you to raise a complaint in order that we may correct the issue.

In all instances, you should email your complaint to complaints @ pocketrate.co.uk - this email is monitored every day. Alternatively you can use our online contact form.

Finding incorrect or missing information:

If you find a problem with the information presented in our comparison tables then email us with the following:
• Type of product e.g. credit card, car insurance, mortgage
• The name of the provider i.e. the company brand name offering the product
• The name of the product from the provider
• The comparison table the error appears in
• The information that you believe is incorrect
• If you can, please provide the URL of the web page i.e. the exact link to the page with the error

Complaining about a company listed on the PocketRate website:

If your complaint relates to a company listed on our website then you will need to contact that company directly.

PocketRate do not provide any of the products listed on our comparison tables but offer it as a free resource for your convenience.

All the financial companies listed on our website are also authorised by the FCA and will need to comply with regulatory complaint procedures.

For more information on how to complain to a company listed on our website and to see what their regulatory requirements are, please follow this link to the FCA website: FCA - Consumer Complaints

Time limits

We aim to address and resolve any complaints we receive as quickly as possible and abide by FCA regulations on complaint handling.

We monitor our complaints email address during office hours and will acknowledge receipt of a complaint within 5 working days.

Your complaint will be sent to the relevant department to be investigated. We will keep you updated with their findings.

We have a duty to either resolve your complaint or send you a holding letter explaining any delay within 4 weeks.

A final decision regarding your complaint must be sent to you within 8 weeks from the receipt of the complaint.

If, at any time, you are unhappy with the way your complaint is being handled, then you can raise you concerns using the following email address: support @ pocketrate.co.uk or use our online contact form.

In the event that you are dissatisfied with the final outcome of your complaint, you have the right to refer the matter to the Ombudsman.

Further information on this can be found at the Financial Ombudsman website.