Complaints policy
If something has gone wrong, we want to know.
A complaint is dealt with fastest by the organisation that can act on it. Three are involved in a temporary policy bought through this site: us, the broker, and the insurer. This page says which does what, how to reach each one, and what to do if you are not sure.
Last updated 10 October 2026
-
Complain to
tempinsuranceuk.com
The website and your introduction
- A page, a guide, the quote form or accessibility
- How your introduction was handled
- Your details, marketing from us, or our conduct
You do not have to use the word “complaint”. Tell us you are unhappy and we treat it as one.
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Complain to
GoShorty
The broker that quoted and arranged the policy
- A quote, the price or a payment
- The documents, a change, a cancellation or a refund
- The service you had from GoShorty
Phone lines 9am to 5.30pm, Monday to Friday. Authorised and regulated by the FCA, reference 751221.
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Complain to
Your insurer
The company that underwrites the policy
- A claim, how it was handled or what was paid
- A decision about your cover
- What the policy covers and excludes
- Named on your certificate, with its complaints contact
- Not sure which insurer? Ask GoShorty
The insurer is chosen when GoShorty prepares the quote, so your policy documents name it, not this site.
Not sure who to complain to?
The three cards above show who handles what.
A complaint about a quote, a payment, the policy or the documents goes directly to GoShorty using the details above, and a complaint about a claim goes to the insurer named on your certificate. A complaint about this site or the introduction comes to us. If you are still unsure, contact us and we will point you to the right organisation, but we do not handle complaints about quotes or policies on GoShorty’s behalf.
What happens next
When You Complain to Us
These are our own timescales. The broker and the insurer each publish their own, and the regulator sets the outer limit that applies to all three.
- 1
Straight away
We try to put it right
If it can be sorted on the spot, we do, and confirm in writing. A complaint closed by the end of the third business day gets a short written summary rather than a full investigation.
- 2
Within 48 hours
Written acknowledgement
If it cannot be settled straight away, we acknowledge it in writing and pass it to a manager to investigate, with a name and a way of reaching them.
- 3
Within 14 days
A detailed response
The manager looks at what we hold, what was said and when, and what should have happened. If it will take longer, we say so and why.
- 4
A further 14 days
Escalation, if you want it
If the response does not satisfy you, a senior manager reviews the case afresh and gives a final decision.
- 5
Eight weeks at most
The regulatory limit
The FCA allows a firm up to eight weeks from receiving a complaint to issue a final response. That is the limit, not the plan: our own timescales are shorter.
What our response tells you
Whether we are upholding the complaint, in whole or in part, and why. What we are putting right. Where we are not upholding it, the reasoning. And, where it applies, your right to go to the Financial Ombudsman Service, with how and by when.
If it belongs with someone else
Where we believe the broker or the insurer is responsible for all or part of it, we forward that part promptly and tell you in writing why, who now has it and how to contact them. The firm that receives it treats it as made directly to it, from the day it arrives. We answer whatever part is ours.
Our principal
Simply Quote Comparison Ltd is an Introducer Appointed Representative of Seopa Ltd. A complaint about the introduction itself may also be answered by Seopa Ltd as our principal, on the basis that the introduction is made as an Introducer Appointed Representative of Seopa Ltd (FCA reference number 1011184). If another firm is involved in answering you, we say so.
Taking it further
The Financial Ombudsman Service
A free, independent service that settles disputes between financial firms and their customers without going to court. Whether a particular complaint is one it can consider is the Ombudsman’s decision, not ours, and we will never tell you a route is closed.
When you can go to the Ombudsman
- After the firm’s final response, if you are not happy with it. You have six months from the date on that response.
- After eight weeks with no final response, you can go without one.
- The complaint must usually have been made to the firm within six years of the event, or three years of when you knew, or should have known, you had cause to complain.
Complain to the firm responsible first: us, the broker or the insurer, as set out above. The Ombudsman looks at the complaint against that firm. Keep the final response, because the Ombudsman will ask for it.
How to reach the Ombudsman
- Online
- Complaint form, and how to complain
- Phone
- 0800 023 4567, 8am to 5pm, Monday to Friday
- From abroad
- +44 20 7964 0500
- Relay UK
- (18002) 020 7964 1000
- Post
- Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Details checked on financial-ombudsman.org.uk on 10 October 2026. It will want what happened, the final response, and any correspondence; it then asks the firm for its file, and we provide ours.
Who can use the Ombudsman
Consumers, and smaller businesses, charities and trusts, measured at the time the complaint was made to the firm. These are the Ombudsman’s own thresholds and it applies them.
- An individual acting outside a business Eligible as a consumer
- A micro-enterprise Fewer than 10 employees and turnover or balance sheet of EUR 2 million or less
- A small business Turnover under GBP 6.5 million, and either a balance sheet under GBP 5 million or fewer than 50 employees
- A charity Annual income under GBP 6.5 million
- A trust Net asset value under GBP 5 million
Complaints about your data
A complaint about how we have used your details comes to us at complaints@tempinsuranceuk.com and goes through the procedure on this page. You can also go to the Information Commissioner’s Office at any time, without asking us first, at ico.org.uk/make-a-complaint or on 0303 123 1113. Data complaints go there rather than to the Financial Ombudsman Service. A complaint about how GoShorty has used your details goes to GoShorty under its privacy notice.
What we do afterwards
We keep what was complained about, when, what we decided and why, and what we did, for six years from the final response, because a complaint can reach the Ombudsman long after we close it. Complaints are also read for what they have in common: if two people misread the same page, the page is the problem and it is rewritten rather than defended. The retention periods are in the privacy policy.
Company and Regulatory Information
Who we are
TempQuote is a trading style of Simply Quote Comparison Ltd, registered in England and Wales under company number 15008284. Registered office: Sentinel House, Ancells Business Park, Harvest Crescent, Fleet, Hampshire, GU51 2UZ. ICO registration ZB659587.
Simply Quote Comparison Ltd is an Introducer Appointed Representative (FCA reference number 1011184) of Seopa Ltd, which is authorised and regulated by the Financial Conduct Authority (FCA FRN 313860). Seopa Ltd is located at Floor 4, Blackstaff Studios, 8-10 Amelia Street, Belfast, BT2 7GS.
Who arranges your cover
Temporary insurance quotes and policies are provided by GoShorty, a trading style of Complex to Clear Group Limited, registered in England and Wales under company number 05044963 and authorised and regulated by the Financial Conduct Authority (FCA FRN 751221).
We introduce you to GoShorty and their panel of insurers, who arrange the policy, set the price and handle any claim. We are not an insurer or an insurance broker, and we do not give advice or recommend a policy. We may be paid a fee if you take out a policy after being introduced by us, at no cost to you.
You can check all three firms on the Financial Services Register. Version 2026-10-10.1, published for TempQuote, a trading style of Simply Quote Comparison Ltd.