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Complaints

Last updated 2 October 2026

If something’s gone wrong, we want to put it right. Here’s how to tell us and what happens next.

How to complain

Email hello@surefer.co.uk with “Complaint” in the subject line. Tell us what happened, what you’d like us to do and, if you have an account, the email address on it. You can also write to Stockulate Ltd, 12 Lansbury Road, Sutton-in-Ashfield, Nottinghamshire, NG17 5DL, United Kingdom.

To report a broken, misleading or illegal referral, the quickest way is “Report a problem” on the referral page.

What happens next

  1. We acknowledge your complaint within 5 working days, and always within 30 days.
  2. We look into it and may ask you for more information.
  3. We aim to give you our answer within 14 days. If it will take longer, we’ll tell you why and when to expect it.

Complaints about personal data

Complain to us first in the same way, by email or post. We’ll acknowledge it within 30 days, investigate without undue delay and tell you the outcome. If you’re still unhappy, you can complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint or on 0303 123 1113. Our privacy notice has more about your rights.

Appeals about content or accounts

If we’ve removed your referral or suspended your account and you think we got it wrong, email hello@surefer.co.uk within 30 days. Someone who wasn’t involved in the original decision will review it where possible. We aim to reply within 14 days and will explain our decision.

If you’re still not happy

You can get free advice from Citizens Advice. You can also take your complaint to court; our terms explain which courts.