Complaints

If we have got something wrong, tell us. Here is what happens next and who to go to if we do not put it right.

Last updated

How to complain to us#

Email hello@keepthelot.co.uk with "Complaint" in the subject line, and tell us:

  • what happened, and when;
  • the page address or your enquiry reference (it starts KTL-);
  • what you would like us to do about it.

What we do#

  1. Within 3 working days we acknowledge your complaint.
  2. Within 20 working days we investigate and give you a written response with our findings and what we are doing.
  3. If we need longer we will tell you why and give a revised date.

If your complaint is about factual accuracy, we check the claim against its primary source. Where we are wrong we correct the page, update its last-updated date, and note the change where the error was material.

Complaining about an adviser we introduced you to#

Go to them first, then their regulator

Advisers are independent businesses. We make an introduction; we are not party to your contract with them and we cannot resolve a complaint on their behalf. Raise it with their own complaints procedure first — regulated firms are required to have one.

If they do not resolve it, escalate to:

Please also tell us. If a firm we introduced people to is letting them down, we want to know so we can stop introducing them.

Data protection complaints#

Raise it with us first at hello@keepthelot.co.uk. If you are not satisfied, you can complain to the Information Commissioner's Office or call 0303 123 1113.

Unregulated will-writing#

"Will writer" is not a protected title in England & Wales, so an unregulated firm may have no ombudsman above it. If you have had a poor experience with one, report it to Citizens Advice consumer service, which refers matters to Trading Standards. It is a genuine gap in consumer protection, and reports are what close it.