How to raise a complaint
Email privacy@shareholder.co.uk with the subject “Complaint”. Include your name, the business involved, what happened, relevant dates and what you would like Shareholder to do. Avoid sending passwords or unnecessary sensitive financial information.
This is the only public contact address supplied for this draft. The company should confirm that it is monitored for complaints before publication.
What happens next
The process for acknowledging, investigating and responding to complaints has not been supplied. Add the responsible team, acknowledgement target, response target and any steps for reviewing a complaint if you remain dissatisfied.
Complaints about a finance provider
Shareholder is a comparison and information site, not the lender. If your complaint concerns a lender’s application, decision, product, charges or service, contact that lender directly using its complaints process.
The final policy should explain how Shareholder can help with a complaint about its own site or referral journey, without implying that it can decide a lender’s complaint.
External escalation
Shareholder’s regulatory status and the appropriate external escalation route have not been confirmed. This draft does not claim that a particular ombudsman or regulator can consider a complaint.
How complaint information is used
The company’s process for recording complaints, protecting complaint information and retaining it has not been provided. Add verified details and ensure they match the privacy notice.
Questions about this policy? privacy@shareholder.co.uk