Verified: 16 March 2026 04:29 pm UK Time
Industry: Financial Comparison Services
Jurisdiction: United Kingdom
Primary Regulator: Financial Conduct Authority (FCA)
Important Safety Warning: Beware of fake customer service numbers on Google. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. Compare the Market staff will never ask for your account PIN, password, or ask you to verify your bank details over the phone.
Level 1: Customer Support
- How to complain: Submit your issue via the official Compare the Market online contact portal, email them at support@comparethemarket.com.
- Source Verification: Contact us | Compare the Market
- Availability: Check the official website for operating hours.
- Source Verification: Contact us | Compare the Market
- Timeline: Compare the Market aims to resolve initial complaints regarding their own platform or rewards within three working days by issuing a Summary Resolution Communication; if this is not possible, they will formally acknowledge the complaint and begin a longer investigation.
Level 2: Formal Corporate Complaint
- Who to contact: Formally escalate your dispute in writing to their registered complaints division addressed to the Complaints Team, Compare The Market Limited, Pegasus House, Bakewell Road, Orton Southgate, Peterborough, PE2 6YS, United Kingdom, and explicitly demand a “Deadlock Letter” (Final Response) if they refuse your proposed resolution regarding their brokerage or comparison services.
- Source Verification: Compare The Market Limited - FCA Register
- Timeline: The legally expected waiting period for a substantive response to a formal complaint in the UK regulated financial sector is a strict maximum of 8 weeks, giving the company time to issue a final decision or Deadlock Letter before further escalation.
Level 3: Approved Ombudsman
- Authority: If your dispute relates to the comparison service itself such as being misled by inaccurate quote data, being charged an undisclosed broker fee, or suffering a data breach your primary statutory recourse is to escalate the financial dispute to the Financial Ombudsman Service (FOS) for a legally binding ruling, as Compare the Market acts as an FCA-regulated credit broker and insurance intermediary.
- Source Verification: Financial Ombudsman Service - How to complain
- Timeline: You can escalate your complaint to the FOS immediately upon receiving a Deadlock Letter, or after 8 weeks have passed without a final resolution, provided you submit the case to the Ombudsman within six months of the date on the Final Response letter.
Level 4: Legal Action
- Pre-Litigation: Before commencing legal proceedings, UK Civil Procedure Rules strictly require you to send a formal “Letter Before Action” (LBA) to their registered corporate entity, Compare The Market Limited, at Pegasus House, Bakewell Road, Orton Southgate, Peterborough, PE2 6YS, giving them a final 14 days to settle the financial claim.
- Source Verification: COMPARE THE MARKET LIMITED - Companies House
- Court/Arbitration: If the LBA fails and the FOS cannot resolve the issue to your satisfaction, you can file a civil lawsuit using the Money Claim Online (MCOL) portal for financial claims up to £10,000 in the Small Claims Track of the County Court in England and Wales.
- Source Verification: Make a court claim for money (GOV.UK)
Community Action: Is Compare the Market still refusing to honour your Meerkat Movies/Meals rewards, or ignoring a complaint about a misleading insurance quote that cost you money? Reply below (do not share your passwords, full account numbers, or PINs), and our community will point you to the right legal templates!