Complaints Process

ScoresChecker complaints process
Last updated: 1 October 2026

We want you to receive a helpful and reliable service from ScoresChecker.ai. If something has gone wrong, please let us know so that we can investigate and try to put it right. Making a complaint is free and will not affect how we treat you.
This process covers our lifestyle and wellbeing scoring service, including account access, subscriptions, payments, customer support and the handling of personal information. ScoresChecker.ai is not an FCA-regulated product. Complaints about this service do not fall within the Financial Ombudsman Service’s jurisdiction simply because they relate to a score or subscription.

How to contact us
ScoreChecker Support Team
Email: support@scoreschecker.ai
Telephone: 0843 5235131
Please tell us if you need help making your complaint or would prefer us to communicate in a particular way. Someone else may complain on your behalf with your permission; we may need to check their authority before sharing your account information.

What to include
Your name and the email address linked to your account.
Your account or payment reference, if available.
What happened, when it happened and how it affected you.
What you would like us to do to resolve the issue.
Copies of relevant correspondence, screenshots or payment records.
You do not need to provide every item before we can consider your complaint. We will ask for further information if necessary. Please do not send passwords, full payment card details or unrelated sensitive information. We will only request additional identity information where it is needed to protect your account or investigate the issue.

What happens next
We aim to resolve straightforward complaints within three working days. If we resolve your complaint during that time, we will confirm the outcome in writing.
If we need more time, we will acknowledge your complaint within five working days, explain who is handling it and let you know what happens next. Working days are Monday to Friday, excluding UK bank holidays.
We will review the relevant records, consider the information you provide and investigate fairly. We may contact you to clarify the issue. If the investigation takes longer than expected, we will explain the delay and give you an updated expected response date.
We aim to provide a written outcome within 20 working days of receiving your complaint. This is our service target, rather than an FCA complaints deadline. We will explain our findings, our decision and any action we will take, including any correction, refund or other remedy that is appropriate. Your statutory consumer rights are unaffected.

If you remain dissatisfied
Please reply to our response explaining which points remain unresolved. You can ask for a review by a senior member of the team who was not involved in the original decision, where possible. We aim to complete this review within 10 working days and will explain any delay.
If we cannot settle a consumer dispute, we will provide information about a suitable approved alternative dispute resolution provider, where required by law, and tell you whether we are required or willing to use that provider. This policy does not promise participation in a particular scheme.
You can also seek independent consumer advice through the services listed at https://www.gov.uk/consumer-advice. Using our complaints process does not prevent you from exercising your legal rights.

Complaints about personal information
If your complaint concerns how we collect, use, store or share your personal information, please contact the ScoreChecker Support Team using the details above and explain your concern. We will investigate, keep you informed and provide an outcome without unnecessary delay.
You have the right to complain to the Information Commissioner’s Office (ICO), the UK’s data protection regulator. The ICO recommends giving us an opportunity to resolve your concern first, but you can contact it at any time. Visit https://ico.org.uk/make-a-complaint/.
A request to access, correct or delete your personal information is handled under the applicable data protection timescales, separately from our general complaints targets. See our Privacy Policy for details.

Learning from complaints
We review complaints to identify recurring problems and improve our service. Complaint records are handled in accordance with our Privacy Policy.
ScoresChecker.ai ICO registration number 

ICO registration reference: ZC129700