Complaints Procedure

Version 1.0 — March 2026

Last updated: 30 March 2026

1. Our Commitment

CompareEngineering.com is committed to providing a high-quality service to all users. If something goes wrong or you are dissatisfied with our service, we want to hear about it so that we can try to put things right.

We take all complaints seriously and aim to resolve them fairly, consistently and promptly.

2. What You Can Complain About

You can make a complaint about:

• The way we have handled your account or personal data
• The quality or accuracy of the comparison information we provide
• The behaviour or conduct of CompareEngineering.com staff or representatives
• A provider listed on our panel (where the complaint relates to our introduction, not the inspection itself)
• The RFQ process, quote routing, or contract award process
• Fees or charges applied through the Platform
• Any other aspect of our service

Please note: CompareEngineering.com is an introducer platform, not an inspection company. Complaints about the conduct or quality of a specific inspection examination should be directed to the inspection provider directly, and if unresolved, to their accreditation body (e.g. UKAS).

3. How to Make a Complaint

Step 1 — Contact us directly:

Email us at complaints@compareengineering.com with:

• Your full name and contact details
• Your account email address (if applicable)
• A clear description of your complaint
• What outcome you are seeking
• Any supporting documentation

You may also write to us at:
CompareEngineering.com Ltd
66 Paul St, London, EC2A 4NA
United Kingdom

4. What Happens Next

• Acknowledgement: We will acknowledge your complaint within 2 business days of receipt.
• Investigation: We will investigate your complaint thoroughly and fairly.
• Response: We aim to provide a full written response within 10 business days. If we need longer, we will contact you to explain why and give a revised timescale.
• Resolution: We will explain the outcome of our investigation, what action we have taken (if any), and the reasons for our decision.

5. If You Are Not Satisfied

If you remain dissatisfied after receiving our final response, you may refer the matter to an alternative dispute resolution (ADR) provider. We recommend the Centre for Effective Dispute Resolution (CEDR), which offers independent mediation services. You can contact CEDR at cedr.com.

CompareEngineering.com is not regulated by the Financial Conduct Authority and complaints cannot be referred to the Financial Ombudsman Service.

6. Data Complaints

If your complaint relates to how we use your personal data, you also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk or by calling 0303 123 1113.

7. Record Keeping

We keep a register of all complaints received. This information is used to improve our service and is handled in accordance with our Privacy Policy.

8. Contact Us

CompareEngineering.com Ltd
Company No. 17117072
66 Paul St, London, EC2A 4NA
For complaints: complaints@compareengineering.com
For general enquiries: hello@compareengineering.com