If something has gone wrong with a comparison or switch you've made through Switch, we want to hear about it. Here is exactly what to expect when you raise a complaint.
Complaints
If something has gone wrong with a comparison or switch you've made through Switch, we want to hear about it. Here is exactly what to expect when you raise a complaint.
How to raise a complaint
The fastest route is email: [email protected]. Include your name, the deal or page concerned, and a brief description of what went wrong.
If you'd rather call, our customer-service team takes complaints during business hours on 01926 942125.
Postal complaints to: Switch Squid Ltd, Fullford House, Royal Leamington Spa, CV32 4EA.
What we will do
Within one working day — we acknowledge your complaint and assign a case number.
Within five working days — we tell you what we have found so far and what we are doing about it.
Within ten working days — we resolve the complaint or, if a full resolution is not possible in ten days, we explain why and give you a clear timeline.
If you are not satisfied
If our final response does not resolve things, you have the right to escalate:
- Energy comparisons — Ofgem (the regulator) and the Energy Ombudsman.
- Broadband & mobile — Ofcom (the regulator) and the relevant Alternative Dispute Resolution scheme (CISAS or Ombudsman Services: Communications, depending on the provider).
- Insurance — the Financial Ombudsman Service (FOS).
Issues with a supplier directly
If your complaint is with the supplier you switched to (and not with our comparison itself), we will help you raise it but the formal complaint must go to that supplier under their own procedure. Most suppliers commit to an eight-week resolution window before you can escalate to an Ombudsman.
Complaints — questions
Will you charge me to raise a complaint?
Never. The complaints process is free.