Complaints procedure
Last updated: 2026
What this covers
This procedure covers complaints about CompareHQ itself, for example an inaccurate listing, a rating that looks wrong, a misused enquiry, or how we've handled your data. It doesn't cover disputes about the quality of a service you received from a provider, that's a matter between you and the provider directly, though we're still glad to hear about it if it points to a listing accuracy issue.
How to raise a complaint
Contact us with as much detail as you can: what happened, which listing or feature it relates to, and what outcome you're looking for.
What happens next
We aim to acknowledge a complaint within 5 working days and give you a substantive response within 20 working days. If a complaint is complex, for example it requires checking a provider's public rating source or verifying a submitted fact, we'll tell you if it's going to take longer and why.
If you're not satisfied
If your complaint relates to how we've handled your personal data and you're not satisfied with our response, you have the right to raise it with the Information Commissioner's Office (ICO), the UK's data protection regulator, at ico.org.uk.
Contact us
Get in touch to raise a complaint or ask about this procedure.