Complaints

We aim to resolve every complaint within 5 working days. If something hasn’t gone the way you expected — whether it’s a problem with how we matched you, an installer’s conduct, or how we’ve handled your data — please get in touch. We take complaints seriously and use them to improve the service.

Step 1 — tell us what’s gone wrong

Email hello@findfitter.co.uk with the subject line “Complaint”. Please include:

  • Your name and the email/phone you used when requesting quotes
  • The approximate date you submitted the form
  • A short description of what happened and what you’d like resolved
  • Any reference numbers from confirmation emails

You’ll get an acknowledgement within 1 working day and a substantive response within 5 working days. Complex cases (e.g. those needing input from an installer) may take up to 30 days, and we’ll keep you updated if so.

Step 2 — escalate inside Findfitter

If our first response doesn’t resolve things, reply asking for a senior review. A different team member will look at your complaint independently and respond within a further 10 working days.

Step 3 — independent escalation

If you remain unhappy after our internal review, you have the right to escalate to one of the bodies below. The right body depends on what your complaint is about:

📊 Data protection / privacy complaints

If your complaint is about how we’ve handled your personal data — for example, the data we shared with installers, marketing contact you didn’t want, or your right to erasure — you can raise it with the Information Commissioner’s Office (ICO):

🛠️ Complaints about an installer’s work or conduct

The contract for any installation work is between you and the installer directly — not Findfitter. We’ll always escalate your concern to the installer in question, but for unresolved disputes about workmanship, contract terms or trader conduct, your statutory routes are:

💷 Complaints about consumer finance

If your complaint is about a consumer-credit or finance product (e.g. installer’s instalment plan via a regulated lender), the lender’s own complaints procedure must be followed first. Unresolved cases can be escalated free of charge to the Financial Ombudsman Service: financial-ombudsman.org.uk · 0800 023 4567.

What Findfitter will and won’t do

  • ✅ We’ll investigate any complaint about how we matched you, our communications, or how we’ve handled your data.
  • ✅ We’ll pass on complaints about an installer’s conduct and ask the installer to respond.
  • ✅ We’ll review and remove an installer from our network if they consistently fall short of the Findfitter Standard.
  • ❌ We don’t arbitrate workmanship disputes between you and an installer — that’s a job for the schemes listed above.
  • ❌ We can’t change the terms of an installer’s contract or refund money you’ve paid them — only the installer can do that.

Records we keep

We log every complaint, our response, and the outcome for at least 3 years so that we can spot patterns and improve the service. Personal data in complaint records is held under our Privacy Policy and you can request access or erasure at any time.

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