How to complain



Getting started


The Resolver Team is all about helping you find the best outcome every time.

That's why we've put together these helpful hints to finding the results you're looking for.

Let's get this sorted!





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Top tips


If you have a problem and aren’t sure how to get started, then remember our top tips! These principles are the same for any type of complaint. Complaining can be a test of your strength and tenacity!


Our top tips!




How to claim for other people


Whether you want to claim PPI for a deceased relative or flight delay compensation for someone else, we've put together this guide to claiming for other people.


Claim for someone else




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How to check PPI


If you want to find out if you've had PPI, look no further. You can use Resolver's free PPI checker to find out whether you've ever been mis-sold PPI.


Check for PPI




How to get consumer rights advice


If you've got a question about your consumer rights or you're wondering if you can make a claim, check out our Rights Guides! They're full of the info you need to get things sorted.


Get advice and guidance




How to make a complaint about Resolver


We know that things don't always go to plan. Sometimes we will make mistakes or maybe do something that leaves you feeling dissatisfied with our service.

If this happens, we would like you to tell us - so we can find out what went wrong, sort it out for you and stop it from happening again.

You can complain to us by sending us an email, to support@resolver.co.uk, or by using the Resolver website.

Then what happens?

Resolver is a free consumer service. However, we are currently authorised by the Financial Conduct Authority (FCA) and regulated as a claims management service. This means that we have to follow specific complaint handling rules if you have used Resolver to raise a claim about:

  • financial products and services
  • housing disrepair (for example, when you’ve used Resolver to complain about a repairs issue to your landlord)
  • personal injury (for example, when you’ve used Resolver to complain about falling ill, or slips and falls whilst on holiday or in a shop or restaurant).

We'll always try to resolve the problem as quickly as possible and will confirm this in writing to you within 3 business days of contacting us. But if we can't resolve the issue that quickly, we will investigate further.

We aim to answer all complaints about any of our regulated activities within 8 weeks. Although we will do all we can to resolve your complaint much faster than this, if we are unable to achieve this within 8 weeks, we'll contact you with an update.

If your complaint is not about any of our regulated activities, we will provide a response within 4 weeks. We will aim to resolve any concerns much earlier but we'll contact you with an update if we do need longer and cannot respond within 4 weeks.

Taking your complaint further

If you had complained about a regulated activity and you’re not satisfied with our final response, you can refer it to the Claims Management Ombudsman. You may be able to refer your complaint to them before you receive our final response and we will let you know if this applies to you. You have six months from the date of our final response to refer your complaint to them.

How to get in touch with the Ombudsman

By phone

Call 0800 0 234 567 (free if you're calling from a fixed landline) or 0300 123 9123 (free if you're calling from a mobile-phone which you pay a monthly charge for calls to numbers starting 01 or 02).

Online

Or send an email to complaint.info@financial-ombudsman.org.uk or visit their website.

In writing

You can write to them at:

Claims Management Ombudsman, Exchange Tower, London E14 9SR.

Note: You have 6 months from the date of our final decision to approach the Claims Management Ombudsman.




Who do you have an issue with?

Raise it for free via Resolver