Getting help should be as easy as buying
A firm should not be easy to reach when it wants your business and hard to reach afterwards. Support matters most at claim, at cancellation, and when something has gone wrong.
Consumer support, in plain English
What it means for you
You should be able to change, claim on, or cancel a policy without an obstacle course. And you should know how to complain, before you ever need to.
What you should expect from us
A phone number that reaches a person, a WhatsApp thread that stays open, and help at claim stage even though the insurer pays the claim, not us. If you want to cancel, we will tell you what you would lose and then help you do it.
An example of poor support
Say somebody tries to claim and is passed between departments, asked for documents twice, and given no timescale. The policy may pay eventually. The support around it failed at the worst possible moment.
An example of good support
Say a household income drops and the premium becomes hard to afford. The right response is to look at reducing cover or changing the term so something stays in place, rather than letting the policy lapse and leaving them with nothing.
What to ask, whoever you deal with
- Save the adviser’s number before you need it.
- Ask who helps you at claim stage.
- Read the complaints route now, not later.
None of these are awkward. A firm working properly will be glad you asked.
Free.
Check broadband before you make an offer
Broadband speeds can vary street by street, so check the exact address before you commit. Ofcom's free checker shows which broadband speeds and mobile coverage are available at any UK property.
Check broadband at an address (Ofcom)
Want all your bills in one?
We can introduce you to a specialist who can combine your mobile, broadband and utilities into one bill. There's no fee for the introduction.
We don't provide these services ourselves. Switching household bills is not a regulated financial service, so FCA protections and the Financial Ombudsman do not apply. We'll only pass your details to the specialist if you ask us to. See our privacy notice.
Common questions
What does the consumer support outcome mean for me?
What should I expect from That’s Family Finance on this?
What if a firm gets this wrong?
How do I check broadband speed at a property?
The other outcomes
The four work together. One without the others does not get you a good outcome.