Our company aim:

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

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 daily. 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. broadband, 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.

Time limits

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.