Complaints & support
Last updated: August 2026
We want problems surfaced and fixed. This sets out how to reach us, what to expect, and where you can go if you're not satisfied.
1. Everyday support
- Contact: hello@yourfuturecompass.co.uk (support is by email, there's no phone line).
- First response: within 3 working days; most questions are answered sooner.
- Scope: help using the tool, account and licence issues, billing queries, bug reports, accessibility needs, and data-protection requests. See the Privacy Notice for your rights: data requests are handled within one calendar month, as UK GDPR requires.
2. Making a complaint
If something has gone wrong, a billing error, a bug that affected you, the service not being as described, email hello@yourfuturecompass.co.uk with "Complaint" in the subject line and, where you can, what happened, when, and what you'd like us to do.
What we'll do:
- Acknowledge within 3 working days.
- Investigate and respond with our answer: an explanation, a fix, a refund where our Refund Policy applies, or both, within 15 working days. If it genuinely needs longer, we'll say so and give a date.
- Record it. Complaints are logged (what, when, outcome) so recurring issues drive product fixes, not repeated apologies.
3. If you're not satisfied
- Billing and consumer rights: you may have rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. See the Refund Policy for the 14-day cooling-off position. Citizens Advice can advise on consumer rights.
- Card payments: you can also raise a dispute with your card issuer.
- Data protection: if your complaint concerns personal data and you're unhappy with our response, you can complain to the Information Commissioner's Office (ICO) at ico.org.uk. We are registered, ZC178073.
- A note on the Financial Ombudsman Service (FOS): Your Future Compass is a self-guided planning tool, not regulated financial advice, and Your Future Compass Ltd is not an FCA-authorised firm, so complaints about the tool do not fall under the FOS. If your complaint is really about a regulated product or adviser you use elsewhere, the FOS may cover them.
4. What we don't do
We can't advise you on what to do with your money. Support explains how the tool works, never what choice to make. For a decision about your own money, consider a regulated financial adviser; MoneyHelper and Pension Wise offer free, impartial guidance.