Oh no! We're really sorry to hear that you feel the need to make a complaint. Your experience is incredibly important to us, and we're committed to putting things right when they go wrong. We promise to handle your complaint with care and transparency and to work with you to find a fair solution.
Is Your Complaint About Quidco or a Retailer?
To get your issue sorted as quickly as possible, it’s important to direct your complaint to the right place. Quidco is a cashback service; we partner with thousands of retailers to get you great deals, but we don't handle the products or services you buy directly.
Contact your retailer (e.g., Currys, Nike, TUI) if your complaint is about:
The product you purchased (e.g., quality, faults).
Delivery, shipping, or returns.
The retailer’s customer service.
Issues with a discount code used on the retailer's website.
You’ll find the retailer's contact details on your order confirmation or on their website.
Contact Quidco if your complaint is about:
Your cashback not tracking correctly.
A problem with a cashback payment.
A declined or missing cashback claim.
Your experience using the Quidco website or app.
The service you've received from the Quidco support team.
If your complaint is about us, please follow the simple guide below. We're here to help!
How to Make a Complaint to Us
To help our team investigate and resolve your issue as quickly as possible, please try to include the following information when you get in touch:
Your full name and the email address linked to your Quidco account.
A clear description of your complaint, including relevant dates.
For issues with a purchase, please include the retailer name, purchase date, and order amount.
Any relevant claim or ticket reference numbers.
What you’d like us to do to resolve your complaint.
Our Simple Complaints Process
Step 1: Get in Touch
The fastest way to raise an issue is by contacting our Customer Support Team through our on-site Messenger. They’re a friendly bunch and can resolve many queries straight away.
Messenger: Click the blue messenger icon on the bottom-right of our site to start a conversation. This is the best first step for any query or complaint.
Post: If you'd prefer to write to us, you can send a letter to:
Complaints Team, Quidco Mony Group House, St. David's Park Ewloe, Deeside, CH5 3UZ United Kingdom
Step 2: Acknowledgement and Investigation
We'll formally acknowledge your complaint within five working days of receiving it. Your case will be handled by our dedicated support team, who will carry out a full and impartial investigation into what’s happened.
Step 3: Our Final Response
We are committed to resolving all complaints as quickly as we can, but some complex cases may take up to eight weeks. Our ‘final response’ will be sent to you in writing. It will clearly explain our findings, our decision, and any actions we’re taking to make things right.
If You’re Not Satisfied with Our Response
We always want to find a positive resolution. However, if you're unhappy with our final response, or if your complaint hasn't been resolved within eight weeks, you may be able to refer your case to an independent body.
For complaints about regulated financial products (e.g., Insurance, Car Insurance Comparison):
Quidco is an appointed representative of MONY Group Financial Limited, which is authorised and regulated by the Financial Conduct Authority (FCA). For complaints related to these specific regulated services, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). This is a free, independent service for settling disputes.
Phone: 0800 023 4567
Website:
www.financial-ombudsman.org.ukPost: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
You have six months from the date of our final response to contact them.
For complaints about our general cashback service:
Our core cashback service is not regulated by the Financial Ombudsman Service. Our final response is the last step in our internal complaints process.
Accessibility and Additional Support
We're committed to making our service accessible to everyone. If you need this information in an alternative format or require extra support to make your complaint, please let our team know when you contact us.
Frequently Asked Questions (FAQs)
What do you class as a complaint? We see a complaint as any expression of dissatisfaction about our service that needs a formal response and resolution. If you just have a general question (e.g., "How do I raise a missing cashback claim?"), the best place to start is our main Messenger support or our Help Centre.
Will making a complaint affect my Quidco account? Not at all. Your ability to use Quidco and earn cashback will not be affected in any way.
Is there a time limit for making a complaint? It's always best to tell us about an issue as soon as possible. For missing cashback, it's really important to raise a claim within the time limits set by the retailer, which you can find on the retailer's page on Quidco. For regulated complaints, the Financial Ombudsman has its own time limits.
Our Commitment to You
Your feedback is incredibly valuable. Every complaint is an opportunity for us to learn, improve our service, and ensure we're delivering the best possible cashback experience for our members. Thank you for taking the time to share your concerns with us – we appreciate it.
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