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About

Resolver is the free tool to help consumers raise and resolve issues. Our goal is to help make complaining quick and straightforward. 

We are independent, free and focused on improving the quality .

Resolver in association with MoneySavingExpert.com

Resolver is working with MoneySavingExpert.com, The UK's biggest consumer advice website, bringing together the awesome campaigning power of MonySavingExpert.com with Resolver's focus on simply helping consumers to raise and resolve issues.

Our founder James Walker created Resolver to be able to help others resolve over £100 million of issues for free.

A word from Martin Lewis of MoneySavingExpert.com:

"MoneySavingExpert’s aim has always been to cut your bills and fight your corner. Part of that is ensuring that when a company doesn’t give you the product or service you expect, things should be put right. Yet complaining isn’t always easy – they often ignore you, or fob you off with legal jargon.

"For the past decade we’ve used template letters to help – over 10m have been downloaded just on our PPI and bank charges reclaiming campaigns alone. The free technology Resolver provides can take this a leap further: automating the process, including drafting the letter, sending it, monitoring replies and then escalating it to an Ombudsman or key complaint body if it’s not sorted.

"So we are now committed to working together. We’ve married Resolver’s technology with our campaigning background, incorporating Resolver into MoneySavingExpert guides, even where previously we hadn’t focused on ‘what to do if it goes wrong’ and using our templates and experience to feed into Resolver’s process.

"My hope is this will make complaining for millions of people smoother and more effective – helping redress the power balance between companies and consumers."

Martin Lewis, April 2015 

Helping you get results

Making a complaint is often time-consuming and frustrating, especially if you find yourself waiting on the phone or struggling to find the right contact details. Resolver has been built to make it easy to deal with companies when you have an issue by consumers who have a wealth of experience in dealing with service companies. Resolver offers a simple and quick way to resolve your complaint.

Making a difference

Unlike traditional complaints procedures, Resolver guides and supports you throughout the complaint process. Our system makes recommendations on next steps and when to take them, helps you keep track of your complaint and enables you to store all relevant information securely in one place.

Our ethics

Resolver was created to help consumers and we only treat you how we would like to be treated. We are always working in the best interest of the consumer to get better resolution. 

We do not have adverts, we do not sell or give your personal data to anyone except who you are claiming about or escalating your case to. We will never sell you anything.

We are NOT a claims-management company

Resolver is a free service that helps you to be more effective at complaining. We do not take a percentage of any outcome. 

Unlike a claims management company we do not act on your behalf - we empower you to get your voice heard and your issue resolved.

Our history

Resolver was started by James Walker, after his energy company ignored a complaint of his. James realised that complaining was complex and hard work and that there was no service that proactively helped consumers resolve their issues. 

Resolver now has tens of thousands of companies and proactively works with companies and organisations to help consumers receive a better service.

Memberships

Resolver is the only independent site to help consumers raise and resolve issues. We are focused on ensuring we can help consumers and business to resolve issues.  We are proud members of:

  • AdviceUK;
  • TrustMark; 
  • The Ombudsman Association
  • Trading Standards Institute; and
  • Buy with Confidence   

Our system is built on comprehensive research into the correct complaint procedures, including consultation with regulators, government departments, ombudsmen and consumer rights organisations.

Who links to Resolver?

Resolver is linked to from the following organisations:

  • MoneySavingExpert.com 
  • AdviceUK, the UK's largest support network for free, independent advice centres
  • Trading Standards Institute, which Resolver is a member of
  • Citizens Advice 
  • Money Advice Service 
  • Ombudsman Services, the Ombudsman for energy, telecoms, property and other key services 

Resolver is recognised and engaged with all key ombudsmen and is the largest source of cases escalated to ombudsmen in the UK.

In the media

Resolver has been featured on Radio 4 Moneybox, Moneybox Live, You and Yours, The Sun (including App of the Week), The Star, The Guardian, The Daily Telegraph, the Daily Mail, BBC News, Metro (App of the Week) and ITV Good Morning Britain. 

James writes a weekly column on consumer rights to help consumers manage and resolve complaints. It is published in over 50 newspapers and magazines and writes for the Daily Mirror, 'i' and the Daily Express.

Resolver & Government

Resolver launched its services at No.10 Downing Street in 2013 and has been invited back a number of times to discuss consumer assistance in resolving complaints and improving service quality.

Resolver has even been discussed in Parliament by a member of the Cabinet as an inspiration for efforts to improve complaints procedures and resolve issues within public services. 

We are engaged proactively engaged with key Government departments in England, Wales and Scotland.

Being fair to businesses

Resolver is not there to bash businesses – as that is all too easy. Instead, we want to ensure that they understand and help consumers to resolve issues.

We believe that most businesses want to do the right thing for customers. So we are focused on helping them to understand and resolve your issue promptly and privately. Our aim is to help ensure you are happy with the outcome and want to remain a loyal customer to the organisation.

Can we make Resolver better?

We are always looking for ways to improve Resolver, please feel free to email us if you have any feedback as we are all ears.  The best email address is support@resolver.co.uk. 

Who do you have an issue with?

How does resolver work?

Bespoke consumer guides

You'll find no legal jargon in our simple, comprehensive consumer rights sections. Our guidance is tailored specifically for every type of issue.

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Simple, flexible templates

We provide a wide range of flexible email templates for you to adapt to your needs – just slot in the specific details for your case, and in a few short clicks your issue will be ready to go.

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All complaint correspondence recorded

One of the most important aspects of a complicated issue is keeping a record of all your correspondence regarding the complaint – resolver does this for you automatically.

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What’s a case file?

Your case file is a secure online location for all important documents regarding your issue. You can upload photos, tickets, copies of receipts or external emails from before you raised your issue with resolver.

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What are your next steps?

If you’re not satisfied with the initial response from the organisation you have an issue with, our escalation process will let you know when you can raise your complaint to the next level of seniority and, ultimately to an ombudsman or regulator, where appropriate.

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