We take every complaint seriously. If something has gone wrong with a comparison or switch you made through Switch, we want to hear about it. Our process is simple, transparent, and designed to resolve your issue as quickly as possible.
Complaints procedure
We take every complaint seriously. If something has gone wrong with a comparison or switch you made through Switch, we want to hear about it. Our process is simple, transparent, and designed to resolve your issue as quickly as possible.
How our complaints process works
We aim to make the complaints process as straightforward as possible. There are three stages from start to finish.
1. Contact us directly
Get in touch with our support team by email or through our website. Describe what has gone wrong and what resolution you are looking for. We will acknowledge your complaint within 24 hours and assign you a reference number.
2. We investigate and respond
Our team reviews your complaint in full. We look into all relevant details, contact any parties involved if needed, and work towards a fair resolution. We aim to fully resolve all complaints within 5 working days.
3. Escalate if needed
If you are not satisfied after 8 weeks, or we have reached a deadlock, you can escalate to an independent ADR (Alternative Dispute Resolution) scheme. This service is completely free and impartial.
How to raise a complaint
To raise a complaint, get in touch using any of the methods below. The more detail you provide, the faster we can assist you.
Email: complaints@switchsquid.com
Phone: 01926 942125 during business hours.
Online form: our contact page.
Post: Switch Squid Ltd, Fullford House, Royal Leamington Spa, CV32 4EA.
What to include
When contacting us, please include:
- Your full name and contact details
- Your account reference number (if applicable)
- A clear description of the problem: what happened and when
- Any correspondence or reference numbers you already have
- The resolution you are hoping for
What to expect and when
Once we receive your complaint, here is a clear timeline of what happens next.
- Day 1, acknowledgement: we confirm receipt and issue a complaint reference number within 24 hours.
- Days 2 to 5, investigation: we review your case fully, gather information, and prepare a response.
- Day 5, resolution: we deliver our final response and proposed resolution.
- 8 weeks, ADR eligible: if unresolved, you may escalate to an independent ADR scheme at no charge.
If you are not satisfied
If our final response does not resolve things, you have the right to escalate for free to an independent scheme:
- Energy comparisons: Ofgem (the regulator) and the Energy Ombudsman.
- Broadband and mobile: Ofcom (the regulator) and the relevant Alternative Dispute Resolution scheme (CISAS or Ombudsman Services: Communications, depending on the provider).
- Insurance: the Financial Ombudsman Service (FOS).
What an ADR scheme means for you:
- Completely free for consumers to use
- An independent and impartial review process
- The decision is binding on Switch
- You can also contact Citizens Advice for free independent guidance at any time
Your rights as a consumer
Under the Consumer Rights Act and Ofgem guidelines, you are entitled to a fair and timely resolution of any complaint about our services. These rights include:
- The right to have your complaint acknowledged promptly
- The right to a clear, reasoned final response
- The right to escalate to an independent ADR scheme after 8 weeks
- The right to seek advice from Citizens Advice at any stage, free of charge
- The right to pursue legal remedies through the courts if all other avenues are exhausted
Switch is committed to resolving all complaints fairly, transparently, and in line with Ofgem consumer standards.
Complaints procedure: questions
What information should I include in my complaint?
Please include your full name, contact details, account reference (if applicable), a clear description of the issue including what happened and when, any reference numbers, and the outcome you are hoping for.