Complaints policy
We take complaints seriously. If something has gone wrong, here is how to tell us and what we will do about it.
Email us at info@gotthebill.com with a description of your complaint. We aim to acknowledge all complaints within two business days and resolve them within ten business days.
What happens when you make a complaint
Acknowledgement
We will acknowledge your complaint by email within two business days of receiving it. We will confirm what we are looking into and who is handling it.
Investigation
We will review the details of your complaint and investigate what happened. If we need further information from you, we will ask promptly so the process is not delayed.
Resolution
We will respond with our findings and any action we are taking within ten business days. For complex complaints this may take longer, in which case we will keep you updated on progress.
Follow up
If you are not satisfied with our response, let us know and we will review again. We want to resolve every complaint fairly.
If your complaint is about a provider
GotTheBill is a comparison service. If your complaint relates to the service, billing, or product of a provider you switched to through us, that complaint should be directed to the provider directly.
We are not responsible for the products or services offered by third-party providers. However, if you are struggling to resolve a complaint with a provider and need help finding the right channel, get in touch and we will point you in the right direction.
For regulated complaint escalation in the UK, the relevant bodies are the Energy Ombudsman for energy complaints and the Communications Ombudsman for broadband and phone complaints. Both are free services available to consumers who have not been able to resolve a complaint directly with their provider.
Common questions
Email info@gotthebill.com with a description of your complaint. We will acknowledge it within two business days and aim to resolve it within ten business days.
Complaints about a provider's service or billing should go directly to that provider. If you are stuck, contact us and we will help you find the right complaints channel. For unresolved energy complaints contact the Energy Ombudsman. For broadband and phone complaints contact the Communications Ombudsman.
We acknowledge complaints within two business days and aim to resolve them within ten business days. Complex complaints may take longer and we will keep you updated if that is the case.
If you are not satisfied with our response, let us know and we will review the complaint again. We want to resolve every complaint fairly and will not close a complaint if you have a genuine outstanding concern.
Ready to make a complaint?
Email us directly or use our contact page and we will get back to you within two business days.
Contact us