mybusinessdeals
Complaints
procedure
If something has gone wrong, we want to hear about it. This page explains how to tell us, what we will do, how long it will take, and where to go if you are still not satisfied.
Step one
How to make a complaint
Use whichever method suits you. There is no charge, and you do not need to put it in any particular format.
Online form
Send us the details through our contact form, including how you would like the complaint resolved.
Go to contact pageEmail us
Send your complaint and any supporting documents to our customer service team.
hello@mybusinessdeals.co.ukWhat to include
The more you can tell us up front, the faster we can look into it. Where possible please include:
- Your name, business name and the best number to reach you on
- Which service the complaint relates to — energy, insurance, waste, broadband or finance
- What happened, and roughly when
- Who you dealt with, if you know
- Any reference numbers, quotes or contract details you have
- What you would like us to do to put it right
Process
What happens next
These are commitments, not aspirations. If we miss one, tell us.
We acknowledge
We confirm we have received your complaint within 2 working days and tell you who is handling it.
We investigate
We review what happened, speak to anyone involved, and keep you updated at least every 10 working days.
We respond
We aim to give you a final written response within 4 weeks, and no later than 8 weeks.
Still not satisfied?
Escalating your complaint
1. Ask for a senior review
At any point you can ask for your complaint to be reviewed by a senior member of our team. Contact us using any method above and say you would like it escalated. We will acknowledge that request within 2 working days.
2. Independent dispute resolution
If we cannot resolve things between us, you may be able to refer the matter to an independent scheme, free of charge. Which scheme applies depends on the service your complaint relates to. You can normally do this once 8 weeks have passed, or sooner if we send you a deadlock letter confirming we have reached the end of our process.
Insurance & finance
We introduce you to insurers and finance providers rather than providing those products ourselves. If your complaint is about the product, the policy or the lending decision, it should go to the provider you contracted with — their complaints procedure will tell you how to escalate it, usually to the Financial Ombudsman Service. If your complaint is about our conduct in making the introduction, raise it with us using the methods above.
Business broadband
Complaints about your connection, service quality or billing should go to your provider. Ofcom-approved ADR schemes are available through them once their own process is exhausted. Complaints about how we handled the comparison or introduction should come to us.
Commercial waste
There is no ombudsman scheme for commercial waste. Complaints about missed collections, bins or billing should go to your waste carrier. If you have concerns about how waste is being handled or disposed of, you can contact the Environment Agency.
Data protection complaints
If your complaint is about how we have handled your personal data, please tell us first so we can put it right. You can also complain to the Information Commissioner's Office at any time — you do not have to come to us first.
Note for the site owner — remove this block before publishing. No independent escalation route is currently enabled. Set the flags at the top of this file once you have confirmed which schemes you actually belong to. See COMPLAINTS-PAGE.md.
Need help?
Not sure where to start?
If you need help making a complaint, or you are not sure whether something counts as one, just get in touch. We would rather hear about a small problem early than a large one late.