Why we are free
Resolver is free to use
Resolver is a completely free service for consumers to use. We do not display any adverts and we will not try to sell you any services. Our view is that we should treat everyone how we would want to be treated ourselves.
How we generate revenue
We work with organisations that are focused on delivering a better experience for their customers. These organisations promote Resolver to their customers – giving them a simple, guided route to raise their complaint. This standardised process helps companies deal with complaints faster and more effectively. We also use the insight that we learn to help organisations improve their services. We never use any personal data, but use trends to help work out how organisations can improve. By doing this we can ensure we all receive better services.
What do we use complaints data for?
Twice a year, we publish information showing the total number of complaints submitted within broad sectors (such as energy and online shopping). We never publish any personal information or information relating to an individual complaint. We also contribute statistics to press campaigns that support causes that will improve industries for everyone. Once again, we never publish information relating to an individual complaint (unless we've contacted someone and they've given their express permission to be contacted by a media representative to examine their case). Additionally, we never publish data about specific companies. This is in line with our strict code of ethics – outlined below.
We will never share your personal data – except with moneysavingexpert.com (if you sign up to their newsletter) and to the organisation you have an issue with or to whom you escalate your case.
Our ethos is to help people and businesses sort out problems quickly and simply. We believe we can use our knowledge to help businesses identify areas for improvement by learning from what their customers are telling them, while providing insight and guidance to help people avoid potential pitfalls in the first place.
We believe that by identifying existing or potential problems and finding straightforward solutions, we can play a key role in making things better for everyone.
We strongly believe in being open and transparent about everything we do – yet it’s just as important that the details of the people who use Resolver remain secure and confidential. We provide information about the complaints we frequently see, but never the details of the people behind each case.
Although Resolver isn’t a public company or authority, we believe it’s important that there is impartial oversight of the work that we do. Resolver’s independent ethical committee meets regularly to ensure that we are meeting the high standards expected of us. The members of our ethical committee are:
Citizens Advice, AdviceUK, Trading Standards, MoneySavingExpert, EnergyUK, Baringa, Ombudsman Services, and Legal Beagles.
We aim to be as transparent as possible. Resolver will publish any information generated by our ethical committee – full information is available on request. Any enquiries should be directed to firstname.lastname@example.org.