How to complain about an insurance company (UK)

1. Complain to the insurer first

Complain to the insurer (or the broker who sold the policy) in writing. Say it is a formal complaint and quote the policy number. Include: policy and claim numbers; the decision you dispute and the date of it; the policy wording you rely on; reports, quotes or photos that support the claim; what you want: the claim paid, a higher settlement or the premium refunded.

2. How long to wait

The insurer has up to 8 weeks to send a final response. You can escalate sooner if it sends one earlier.

3. Escalate to Financial Ombudsman Service

Within 6 months of the date on the final response. It is free. It can: pay the claim or a set amount; cover costs you had because of the problem; add interest; awards up to £455,000 for complaints referred on or after 1 April 2026 about acts on or after 1 April 2019. financial-ombudsman.org.uk/consumers/how-to-complain

Who does not handle your complaint

The FCA does not resolve individual complaints about insurers. The Financial Ombudsman Service does.

Where to escalate and the time limits

Time limits run from the date shown in each row. Keep the final response or deadlock letter, because the ombudsman will ask for it.

Evidence to keep

The policy schedule and full wording. The claim form and the rejection letter. Photos, receipts, repair quotes and reports. Notes of calls with the insurer or loss adjuster. The final response letter.

Also worth knowing

If the insurer has gone out of business, the Financial Services Compensation Scheme (FSCS) may pay instead.

Guides and definitions

• Section 75 or chargeback: which should you use to get your money back? (Guide)
• Chargeback (A chargeback asks your card provider to reverse a debit or credit card payment under Visa, Mastercard or American Express rules, usually within about 120 days.)
• Ombudsman (An ombudsman is a free, independent body that settles complaints against companies or public bodies once the organisation has had its chance to put things right.)
• Section 75 (Section 75 of the Consumer Credit Act 1974 makes your credit card provider jointly liable with the seller for a single item costing over £100 and up to £30,000.)
• Deadlock letter (A deadlock letter is a company's written final answer to your complaint, which lets you go straight to the ombudsman instead of waiting the usual 8 weeks.)

Get your route with dates and a letter

Complaints about something else

• Energy (gas and electricity) (UK)
• Broadband, landline and pay TV (UK)
• Mobile phone (UK)
• Bank, credit card or loan (UK)
• Pensions (UK)
• Investments or financial advice (UK)
• Flights and airlines (UK)
• Trains (UK)
• Parcels and post (UK)
• Online shopping or a shop (UK)
• Council services (UK)
• Housing association or council housing (UK)
• Private landlord or letting agent (England) (UK)
• NHS in England (UK)
• Water (England and Wales) (UK)

All complaint guides · Get your route with dates and a letter

Common questions