Most insurance complaints can be resolved through a formal process. If not, the Financial Ombudsman Service can help.
Common Reasons to Complain
| Issue | Example |
|---|---|
| Claim rejected | Insurer says you’re not covered |
| Low settlement | Offer is much less than expected |
| Delayed claim | Long wait with no explanation |
| Poor customer service | Rude staff, long hold times |
| Mis-selling | Policy sold on incorrect information |
| Premium increase | Unexplained large increase at renewal |
| Non-disclosure claim | Insurer says you didn’t disclose something |
Step 1: Contact Your Insurer
| Method | Details |
|---|---|
| Phone | Call the claims or complaints department |
| Formal record of your complaint | |
| Letter | Written evidence if needed |
| Online form | Many insurers have a dedicated complaints form |
Be clear about what went wrong and what you want (apology, payment, explanation).
Step 2: Formal Complaint
| Element | What to Include |
|---|---|
| Policy number | Identify your policy |
| What happened | Clear timeline of events |
| Why you’re unhappy | Specific reasons |
| What you want | Apology, reinstate claim, compensation |
| Evidence | Policy documents, emails, photos |
| Deadline | Give them 8 weeks to respond |
Step 3: Insurer’s Final Response
Within 8 weeks, the insurer must send a final response or explain why they need more time.
| Outcome | What It Means |
|---|---|
| Final response letter | Insurer has made a decision |
| You accept | Complaint resolved |
| You reject | Escalate to Ombudsman |
Step 4: Financial Ombudsman Service
| Detail | Information |
|---|---|
| Who | Financial Ombudsman Service (FOS) |
| Cost | Free to you |
| Time limit | Within 6 months of final response |
| Decision | Can force insurer to pay up to £430,000 |
| Website | financial-ombudsman.org.uk |
The Ombudsman is independent and free. Their decision is binding on the insurer but not on you.
What the Ombudsman Can Do
| Remedy | Description |
|---|---|
| Apology | Formal apology |
| Claim paid | Reinstate or correct the claim payment |
| Compensation | Additional compensation for distress |
| Policy correction | Change the policy terms |
| Up to £430,000 | Maximum award (including compensation) |
How Long It Takes
| Stage | Typical Time |
|---|---|
| Insurer initial response | 2-4 weeks |
| Insurer final response | Up to 8 weeks |
| Ombudsman investigation | 3-9 months |
Tips for a Successful Complaint
| Tip | Why |
|---|---|
| Keep records | Emails, letters, call recordings |
| Be persistent | Follow up regularly |
| Know your policy | Read the wording before complaining |
| Be reasonable | Unrealistic demands weaken your case |
| Get professional help | Citizens Advice can assist |
| Use social media | Public complaints sometimes get faster responses |
Bottom Line
If your insurer treats you unfairly, follow the formal complaints process. Start with your insurer, give them 8 weeks, then escalate to the Financial Ombudsman Service (free, up to £430K award). Keep records of everything. Most complaints are resolved without reaching the Ombudsman. Don’t accept unfair treatment — you have rights.
Building a Strong Case
Complaints are won on evidence and clarity. Write down exactly what happened, in date order, and state plainly what you want — an apology, the claim reinstated, a corrected payment, or compensation. Keep every email, letter, call record, and policy document, and refer to the specific wording you believe the insurer has breached. Be reasonable about what you ask for; realistic demands carry far more weight than exaggerated ones, and Citizens Advice can help you strengthen your position if you need support.
What to Avoid
Missing the 6-month deadline. The window to refer your complaint to the Ombudsman after the final response letter is strict. Let it lapse and you may lose the right to escalate entirely.
Waiting out the 8 weeks aimlessly. Give your insurer the full 8 weeks for a final response, but meanwhile keep chasing and recording. If you receive no final response in that time, you are entitled to go to the Ombudsman.
Relying on phone calls alone. Verbal agreements are hard to prove. Put everything in writing — email or letter — and keep copies, because a paper trail is what a complaint ultimately rests on.
Complaining without knowing your policy. If you have not read the wording, the insurer can point to an exclusion or limit you were unaware of. Understand your cover before you argue that it should pay.
Giving up after the first refusal. A rejection at the insurer stage is not the end. Many complaints that are initially refused are later resolved in the customer’s favour by the Ombudsman, but only if you escalate.
Common Questions
What if my complaint is about a premium increase, not a claim? The same process applies. Whether the issue is a rejected claim, an unexplained large renewal increase, or poor service, you start with your insurer’s complaints team, wait for a final response, and escalate to the Ombudsman if unsatisfied.
Do I need a solicitor to complain? No. The Ombudsman process is free and designed to be used without legal help, with Citizens Advice available for guidance. Most people pursue complaints directly.
Can I use social media to speed things up? Public complaints sometimes attract faster responses, but they should not replace the formal process. Keep your main complaint in writing and treat social media as an additional nudge rather than your primary channel.
Is the Ombudsman’s decision binding on me? No. The decision is binding on the insurer but not on you — if you are still unhappy with the Ombudsman’s ruling, you are not forced to accept it, though you cannot ask the Ombudsman to reconsider it.