Verified: 16 March 2026 06:30 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. MoneySuperMarket 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 website’s “Fin” AI messenger, email the dedicated team at complaints@moneysupermarket.com, or call their general support line at 0333 123 1972 (note: for complaints about the underlying insurance or financial product itself, you must contact the third-party provider directly).
- Source Verification: How to Make a Complaint with MoneySuperMarket
- Availability: The human Support Squad operates Monday to Friday from 9:00 am to 5:30 pm (UK Time).
- Source Verification: How to Contact MoneySuperMarket: Get Help and Support
- Timeline: MoneySuperMarket aims to send a formal acknowledgement of your complaint within 48 hours and resolve it as soon as possible by issuing a Summary Resolution Communication; if this is not possible, they will 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, Moneysupermarket.com Limited, MONY Group House, St David’s Park, Ewloe, Flintshire, CH5 3UZ, United Kingdom, and explicitly demand a “Deadlock Letter” (Final Response) if they refuse your proposed resolution regarding their brokerage or comparison services.
- Source Verification: Moneysupermarket.com Ltd - 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 MoneySuperMarket acts as an FCA-regulated credit broker and intermediary.
- Source Verification: Moneysupermarket.com Terms & Conditions
- 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, Moneysupermarket.com Limited, at MONY Group House, St David’s Park, Ewloe, Flintshire, CH5 3UZ, giving them a final 14 days to settle the financial claim.
- Source Verification: MONEYSUPERMARKET.COM LTD - 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 MoneySuperMarket still refusing to honour your SuperSaveClub 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!