How to Complain About Compare the Market
Everything you need to make an effective complaint against Compare the Market, including contact details, your rights, deadlines, and escalation paths.
Also known as: Compare the Market, CTM
Contact Details
complaints@comparethemarket.com
0800 587 4687
Your Rights
Insurance: Conduct of Business (ICOBS)
Insurers must handle claims fairly and promptly under FCA ICOBS rules. You can escalate to the Financial Ombudsman if unsatisfied.
Step-by-Step Complaint Guide
Gather your evidence
Collect all correspondence, receipts, contracts, and any other documents related to your issue with Compare the Market. Take screenshots of online chats and note down phone call dates and times.
Write a formal complaint
Send a clear, factual complaint to Compare the Market. Include your account/reference number, a timeline of events, what went wrong, and what you want them to do about it. Email: complaints@comparethemarket.com
Set a deadline
Give Compare the Market 14 days to respond to your initial complaint. If they don't respond, send a follow-up referencing your original complaint and requesting a response within 7 days.
Escalate if needed
If Compare the Market hasn't resolved your complaint within 8 weeks (or has sent a final response you disagree with), escalate to the Financial Ombudsman Service.
Consider further action
If ombudsman resolution isn't satisfactory, you may have the option of taking your case to the Small Claims Court for disputes up to £10,000.
Escalation Routes
Financial Ombudsman Service
FCA
Key Deadlines
| Initial response | 14 days (reasonable expectation) |
| Final response | 8 weeks (regulatory deadline for most sectors) |
| Ombudsman referral | After 8 weeks or final response |
| Limitation period | 6 years (contract) / 3 years (personal injury) |
Need Help With Your Complaint?
Frank can help you draft a professional complaint letter, track deadlines, and guide you through the escalation process.