We want to know if something has gone wrong, whether you're a broker using the marketplace or a consumer whose enquiry we handled.
How to complain
Email hello@protectionconnect.co.uk with the word Complaint in the subject line, or write to us at our registered office. Tell us what happened, when, and how you'd like it put right.
What happens next
- We will acknowledge your complaint within three working days.
- We will investigate and aim to send you our final response within four weeks. If it takes longer we will explain why and keep you updated, and in any event respond within eight weeks.
If you are not satisfied
If your complaint concerns how we have handled your personal data you can raise it with the Information Commissioner's Office at ico.org.uk. If your complaint concerns the advice or service provided by a broker we introduced you to, the broker's own complaints procedure applies and, as an FCA authorised firm, they will tell you about any rights you may have to refer the matter to the Financial Ombudsman Service.