A concern about this website or our introduction
Email askprudent@sent.com or write to Customer Services, Prudent Plus Limited, Booths Hall, Booths Park, Chelford Road, Knutsford WA16 8GS. Include your name, contact details, the page or introduction concerned, what happened and what you would like us to do.
Do not send original documents. We will review the matter and explain whether it belongs with Prudent Plus Limited or another organisation. Regulatory complaints will be handled under the procedure applying to our introducer arrangement with Seopa Ltd.
Let us know if you need correspondence in a different accessible format or need someone authorised to act for you. We may ask for suitable authority before discussing personal information with another person.
A problem with the comparison journey
Quotezone, operated by Seopa Ltd, provides the questions and comparison service reached through our insurance links. Use the contact or complaint details given on that service for a problem with the quotation journey, its use of information or the providers displayed.
Prudent Plus Limited cannot retrieve, amend or see a quotation merely because our link was used. Keep any reference number, screenshots and the date of the problem. We can help identify the correct route but cannot decide a complaint on another company’s behalf.
If the concern involves information entered into the comparison form, avoid sending a complete copy to several unrelated businesses. Quotezone can explain which provider received an application and how a data-protection request should be directed.
A policy, payment or insurance claim
Contact the broker or insurer named in the policy documents about cover, payment, cancellation or a claim. The comparison website is not normally the organisation deciding whether damage is insured. Use the complaints process in the policy documents if the first response does not resolve the matter.
The Financial Ombudsman Service may be able to consider eligible complaints after the firm has issued its final response or the applicable response period has passed. Its website explains jurisdiction and time limits. Do not delay if a letter gives a deadline.
Continue to meet policy duties while a complaint is considered. For example, take reasonable steps to prevent further damage and supply information requested under the claims process. A complaint does not automatically pause contractual deadlines.
An estate agent, surveyor or conveyancer
Property professionals have separate complaint routes. Complain to the firm first and keep the written response. Estate agents may belong to a redress scheme. RICS-regulated surveyors have a complaints-handling procedure, and solicitors have routes involving their regulator and the Legal Ombudsman.
Check the engagement letter or terms you received. It identifies the service, firm and complaint body. HomeBuyerGuide.co.uk cannot determine whether professional work was negligent or order compensation.
If several firms were involved, describe the separate concern to each one instead of assuming they share responsibility. A missed survey defect, an unanswered legal enquiry and an inaccurate sales statement are examined under different duties and evidence.
What to include in a useful complaint
Set out the dates in order, identify the service and attach copies of the few documents that support the point. Explain the practical effect and the outcome you seek. Keep the original paperwork and avoid sending passwords, full payment-card details or unnecessary identity documents by ordinary email.
A concise account is easier to investigate than a large unsorted file. If urgent action is needed to prevent injury or further property damage, arrange that separately and keep evidence rather than waiting for the complaint process.
Keep a copy of the complaint and proof of sending. Note telephone calls, including the date and the name of the organisation. If your address changes during the process, update the firm so a final response or deadline is not missed.
Independent help
Citizens Advice can explain consumer rights and possible next steps. The Financial Ombudsman Service explains insurance complaints, while the Legal Ombudsman and relevant property redress schemes cover different services.
If a dispute involves a substantial loss, complex evidence or an approaching legal deadline, consider independent legal advice. Ombudsman and court time limits may continue to run while people correspond informally.
An ombudsman is not a general adviser for the whole purchase. Check that the complaint concerns a business and activity within its remit. Citizens Advice or a solicitor can help identify a route when several professionals are involved.