Complaints Policy

Last updated: 25 April 2026

1. Our Commitment

We take complaints seriously and aim to resolve them quickly and fairly. This policy explains how to raise a complaint with us and what you can expect from the process.

2. Complaints We Handle

We can handle complaints about:

• The functionality or content of our website
• How we have handled your personal data
• The matching process and how your details were referred
• Communications you have received from us directly
• Any other aspect of our service to you

3. Complaints We Cannot Handle

We cannot handle complaints about:

• The advice or recommendations given by an FCA-authorised firm we matched you with
• The quotes, premiums, or policy terms offered by any insurer
• The conduct of insurers or advisers during sales calls
• Claims handling on existing policies

For these, please contact the firm directly. If they cannot resolve your complaint, you may be entitled to refer it to the Financial Ombudsman Service (see Section 7).

4. How to Make a Complaint

You can raise a complaint with us in any of the following ways:

Email: [email protected]

Post:
Complaints
ProtectionMatch (Systemsforcontent Limited)
Wolverhampton
United Kingdom

To help us investigate, please include:

• Your full name and contact details
• A clear description of your complaint
• The date your enquiry was submitted (if applicable)
• Any relevant supporting information or correspondence
• What outcome you would like

5. Our Complaints Process

Acknowledgement

We will acknowledge your complaint in writing within 5 working days of receipt.

Investigation

We will investigate your complaint thoroughly and fairly. This may involve reviewing our records, speaking to relevant team members, and contacting the firm we matched you with.

Resolution

We aim to provide a final response within 4 weeks of receiving your complaint. If we need more time we will write to you to explain why and confirm when you can expect a final response. In any event we will provide a final response within 8 weeks.

What Our Final Response Will Include

• A summary of your complaint
• The outcome of our investigation
• Any action we will take to resolve your complaint
• Information about your further options if you remain dissatisfied

6. If You Are Not Satisfied

If you are not satisfied with our final response, you may be able to escalate your complaint to one of the following organisations depending on the nature of your concern.

Information Commissioner's Office (ICO)

For complaints about how we have handled your personal data:

• Website: ico.org.uk
• Phone: 0303 123 1113
• Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

7. Complaints About Financial Advice or Insurance

If your complaint relates to financial advice, an insurance quote, or an insurance policy, please contact the FCA-authorised firm directly. They are required to follow the FCA's complaints rules and will provide their own complaints process.

If their final response does not resolve your concern, you may be entitled to refer your complaint to the Financial Ombudsman Service free of charge:

• Website: financial-ombudsman.org.uk
• Phone: 0800 023 4567
• Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR

8. Confidentiality

All complaints are handled in confidence. We may share details with the FCA-authorised firm involved (where relevant) to investigate and resolve your complaint, but otherwise your information will only be used for the purposes of dealing with your complaint.

9. Contact Us

ProtectionMatch (Systemsforcontent Limited)
Email: [email protected]
Wolverhampton, United Kingdom
Company number: 14972759