Complaints
If something has gone wrong, we want to know about it and put it right. Here is how our complaints process works.
Which route do you need?
The right route depends on who your complaint is about. Both routes are free.
Route 1
It is about Switchity
Our website, our comparison, our content, or how we handled something.
- Email hello@switchity.co.uk
- Acknowledged within 3 working days
- Full response within 10 working days
Route 2
It is about your provider
Your service, your bill, or your contract. Your contract is with them, so the route starts there.
- Complain to your provider first
- Free ombudsman after 6 weeks, or sooner with a deadlock letter
- Switched through Switchity? We can escalate it for you
How to make a complaint
Please email us at hello@switchity.co.uk breaking down the nature of the complaint. To help us resolve things smoothly, please include:
- your name and the details of the complaint,
- what happened, including the page you were on and roughly when,
- screenshots or links if you have them, and
- what outcome you are looking for.
What happens next
- We will acknowledge your complaint within 3 working days.
- We aim to give you a full response within 10 working days. If it is going to take longer, for example because we are waiting on our data platform or a provider, we will tell you why and give you a new date.
- We keep a record of every complaint we receive and review them regularly, so that repeated problems get fixed at the root rather than one reply at a time.
Complaints about a price or deal shown on Switchity
If you believe a price, speed or offer shown on Switchity is wrong or out of date, tell us and we will investigate with our data platform. Where we find an error, we correct it promptly, and if it affected other deals or providers we check those too. Our how we compare page explains where our data comes from and how often it is refreshed.
Complaints about your broadband provider
Switchity is a comparison service, so complaints about your broadband service itself, for example billing, speeds or customer service after you have switched, need to go to your provider first. Every provider has a published complaints code of practice on its website.
If your order was placed through Switchity, we can also help facilitate an outcome: through our data provider we can pass your complaint to the provider for escalation. Send us the date and time of your switch, the provider name, the tariff, and your order ID so the provider can locate the correct account. Escalated complaints are typically resolved within 5 to 10 working days.
If your provider has not resolved your complaint after 6 weeks, or sends you a deadlock letter, you can escalate it for free to the independent Alternative Dispute Resolution scheme your provider belongs to, either the Communications Ombudsman or CISAS. This 6-week rule applies to complaints first raised on or after 8 April 2026; older complaints keep the previous 8-week rule. Ofcom's guide to making a complaint explains the process step by step. We are happy to point you in the right direction if you are not sure where to start.
