Compare the Market: most-reported complaints
Automated analysis of 3,602 public Trustpilot reviews published 2025-06-24 to 2026-09-26. TrustScore 4.9 from 146,729 total reviews — see the Trustpilot page. Quick answer: is Compare the Market legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report misleading pricing, which accounted for 36% of the 520 identified complaints. Other frequently cited issues include problems with accounts or apps (16%) and unhelpful support (10%). A significant portion of complaints, 19%, fell under other categories. While complaints about pricing and support remained flat, reports regarding other issues and account problems showed a rising trend.
How to reach Compare the Market
These are the contact details Compare the Market publishes on its Trustpilot profile, as of our last check on 2026-09-27 — it publishes no phone number there, email [email protected].
The company claimed its Trustpilot profile on 2015-04-07, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-25. Trustpilot ranks it 1 of 39 in Price Comparison Site. We last checked this profile on 2026-09-27 and found 200 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: COMPARE THE MARKET LIMITED (no. 10636682), active, incorporated 2017 (9.5 years); next accounts due 2027-03-31, last accounts filed 2026-03-16. 10 current officers (24 on record historically), 1 resignation in the last 24 months; 2 filings in the last 12 months (64 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Forum footprint: 432 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Saga Motor Insurance - Compare the market”, “Compare the Market - beware!”, “MSE News: Compare The Market reviews security following passwords probe”.
Elsewhere: 3.8★ on Google (16 reviews) · 4.09★ Reviews.io (157)
TrustScore over time
4.9 → 4.9 across 16 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-12 (100%, 0.7d) · 2026-08-15 (100%, 0.7d) · 2026-08-18 (100%, 0.7d) · 2026-08-21 (100%, 0.7d) · 2026-08-24 (99%, 0.7d) · 2026-08-27 (100%, 0.7d) · 2026-09-01 (99%, 0.7d) · 2026-09-04 (99%, 0.7d) · 2026-09-07 (98%, 0.7d) · 2026-09-10 (99%, 0.7d) · 2026-09-13 (100%, 0.7d) · 2026-09-16 (99%, 0.7d) · 2026-09-20 (100%, 0.7d) · 2026-09-23 (100%, 0.7d) · 2026-09-27 (99%, 0.7d).
Severity: 11% of this company’s 520 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In April 2026, 52% of 75 one-to-three-star reviews were 1★; in September 2026, 54% of 41.
Counted from April 2026 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 1.5 days between the experience and publishing their negative review (681 reviews record both dates).
Measured reply time: across 665 negative reviews that received a public reply, the median wait was 0.5 days — the company profile reports an average of under a day.
Reply quality: of 665 company replies to negative reviews analysed, 45% engaged with the specific problem and 43% were generic templates.
What employees say
Employees rate Compare the Market 3.3★ overall from 336 reviews on Glassdoor — the inside view, kept separate from customer complaint statistics. Read the reviews there.
9% of its 2685 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: misleading pricing makes up 36% of this company’s complaints vs a 14% median across 151 ranked companies in its sector.
Review velocity: 44,714 of this company’s 146,729 Trustpilot reviews (30%) were written in the last 12 months.
What are the most common complaints about Compare the Market?
Misleading pricing
185 reports · 36% of complaintssteady“they said there is a £12.50 fee for booking over the phone. Also we had to book the insurance from the same day instead of the following Monday and that would have cost an additional £120.00.”
The company replied on 2026-07-13: “Hi Adam. Thank you for the feedback and I'm very sorry to hear you had this experience with the provider. If you'd like us to have a look into the issues you had with this provider, please email us…”
Our classifier read this reply as a template response.
“I need to pay another £150 to get the insurance I wanted which made it very expensive.”
The company replied on 2026-06-24: “Hello Mark, I'm very sorry to hear this. I can confirm that I've sent you an email directly so we can look into this further for you. All the best, Liam Customer Care Specialist Compare the Market”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“I paid the quoted premium and believed all was OK. The company requested additional information and then informed me that inspite of their having provided a quote they could not provide cover.”
The company replied on 2026-06-15: “Hi Lycra, I'm very sorry to hear about your experience, and thank you for taking the time to leave a review. If you'd like us to look into this further, we've sent you a direct email. Please reply to…”
Our classifier read this reply as a template response.
Other
97 reports · 19% of complaintsrising since 2026-05“never sending you the compliance certificate they promised.”
The company replied on 2026-07-20: “Hi Evelyn, We're sorry to hear about your experience and that you haven't received the compliance certificate you were expecting. We understand how frustrating this must be, particularly when it was…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Increased policy by 1700 and then asked why I’m not renewing policy”
The company replied on 2026-06-29: “Hi Les, Thank you for the feedback and sorry to hear your policy price increased. I'm going to email you for some more information so we can have a look into this for you. All the best, Ashleigh…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Absolute incompetence! Better going directly with AA or RUC, subbing the work out to these cowboy recovery boys is a disaster waiting to happen”
The company replied on 2026-06-22: “Hi Harry, Thank you for taking the time to share your experience. We are very sorry to hear about the issues you encountered with the recovery service and understand why this situation has left you…”
Our classifier read this reply as a substantive response.
Account/app problems
85 reports · 16% of complaintsrising since 2026-05“the changed details had disappeared now insurance company has cancelled my insurance”
The company replied on 2026-07-27: “Hello Roger, I'm very sorry to hear this. If you need help please could you contact us via [email protected] and we'll be more than happy to look into this for you. All the best, Liam…”
Our classifier read this reply as a template response.
“Suppose to be insured from the 21 still no policy can not drive the car”
The company replied on 2026-06-22: “Thank you for taking the time to leave a review. We're sorry to hear about your experience and understand how frustrating this situation must have been. We have contacted you directly by email and…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“it doesn’t work; it sits in the splash screen with the scrolling words and doesn’t do anything else”
The company replied on 2026-06-05: “Hello, I'm very sorry to hear this. I can confirm that I've sent you an email directly so we can look into this for you. All the best, Liam Customer Care Specialist Compare the Market”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Support unhelpful
50 reports · 10% of complaintssteady“I was right and after 1 hour of her repeating the questions over & over”
The company replied on 2026-09-23: “Thank you for taking the time to share your feedback. I'm sorry to hear about your experience and appreciate you raising these concerns. We understand how important it is that customers have…”
Our classifier read this reply as a template response.
“ripping them off by adjusting payment prices for DD's after you've signed up”
The company replied on 2026-08-10: “Hi there, We're sorry to hear about your experience and can appreciate how frustrating this must have been. We take customer feedback seriously and would like to understand more about the issues…”
Our classifier read this reply as a template response.
“they said there is a £12.50 fee for booking over the phone. Also we had to book the insurance from the same day instead of the following Monday and that would have cost an additional £120.00.”
The company replied on 2026-07-13: “Hi Adam. Thank you for the feedback and I'm very sorry to hear you had this experience with the provider. If you'd like us to have a look into the issues you had with this provider, please email us…”
Our classifier read this reply as a template response.
Support unreachable
46 reports · 9% of complaintsfalling“I have received zero response or acknowledgement. Leaving an active fraud platform running under a victim's name without a basic safety response is a severe corporate failure.”
The company replied on 2026-07-02: “Hi Carl, We’re very sorry to hear about the situation you’ve described and understand how concerning this must be. The security of our customers’ personal information is extremely important to us. We…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Trick you into buying insurance with the promise of a voucher, then don't send it and ignore all your messages.”
The company replied on 2026-06-15: “Hello, I'm very sorry to hear this. Please could you contact us via [email protected] and we'll be more than happy to look into this for you. All the best, Liam Customer Care Specialist…”
Our classifier read this reply as a template response.
“Not only did they not show up on time, we constantly rang them 10 times.”
The company replied on 2026-05-18: “Hi, Thank you for your review and I'm really sorry for the experience you've had. This isn't a service we provide, but Id recommend contacting the provider you purchased with. Best wishes, Tan…”
Our classifier read this reply as a deflection.
Overcharging
29 reports · 6% of complaintsrising since 2026-05“Ended up going with Darwin insurance who wouldn’t accept my no claims proof”
“You may then find yourself in a 3 year contract paying an incredibly high day rate”
The company replied on 2026-08-20: “Hello, Thank you for taking the time to share your feedback. We're pleased to hear that you've generally had a positive experience using Compare the Market. We're sorry to hear about your concerns…”
Our classifier read this reply as a template response.
“ripping them off by adjusting payment prices for DD's after you've signed up”
The company replied on 2026-08-10: “Hi there, We're sorry to hear about your experience and can appreciate how frustrating this must have been. We take customer feedback seriously and would like to understand more about the issues…”
Our classifier read this reply as a template response.
Compare Compare the Market with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-27.