Finder’s complaints policy

Finder’s mission is to help consumers make better decisions. We are accountable for acting in a manner consistent with our values and principles. Where we make mistakes the editorial team will correct them immediately.

How to complain

If a user, partner or other person has concerns about any content we’ve published, or if they have not had their concerns adequately addressed, they can refer the matter to us for a formal investigation. Please let us know your details, a description of your complaint and how you think we can resolve it, and any other relevant information.

If you would prefer to contact us in writing, our address is:

Finder UK
Level 2
20 St Thomas St
London SE1 9RG

How long will it take?

We will acknowledge your complaint promptly and do our best to resolve your complaint as quickly as possible.

Sometimes it may take longer to fully investigate and, if a complaint is particularly complex, it may take longer to resolve. We will always try our best to respond to your complaint as quickly as possible and we’ll send you our final response no later than eight weeks from when you first complained. If we can’t complete our investigation in this time, we’ll contact you to explain the delay and give you an indication of when to expect our response. If you’re unhappy with the progress of your complaint or not happy with our final response, at this point, you can refer it to the Financial Ombudsman Service.

The Financial Ombudsman Service will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.

Financial Ombudsman Service (FOS)

If you would like the FOS to consider your complaint, you should send it details of your complaint within six months of our final response. You can email or call 0800 0234 567. If you’d prefer to contact the FOS in writing, the address is:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Information regarding the service can be found on the Financial Ombudsman website.

European Online Dispute Resolution Platform

You can also request a review in relation to your complaint from the European Online Dispute Resolution platform.

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