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How to complain about your insurance company
If your insurer dismisses your claim, don't be put off. An insurance contract is the same as any other. Follow these steps to complain effectively.
1. Complain to your insurance company
You should always appeal to your insurer first. Clearly explain to them what went wrong from your perspective and how you want them to put it right.
If the response from your insurance company isn’t satisfactory, make a formal complaint to them.
Financial service providers must deal with any formal complaints within eight weeks, so ensure your intent is clear by heading an email or letter ‘Complaint’.
The letter should be succinct but include essential information such as dates and names of people spoken to. You should also say how you would like the problem to be resolved.
Give your provider the opportunity to put the matter right before escalating your complaint and always make a note of who you speak to and what is said.
2. Contact the Financial Ombudsman
If your insurer hasn’t resolved your complaint within eight weeks, or has rejected it, you can take it to the Financial Ombudsman Service (FOS).
The FOS has the power to award up to £445,000 against an insurance company for complaints brought on or after 1 April 2025. Visit the FOS website to make a complaint or call 0300 123 9123.
Explain and document your issue in full in your FOS complaint, saying how you’d like the complaint resolved.
If your complaint is upheld, you’ll be awarded a sum that aims to put you back in your original financial position.
In addition to telling the financial business to pay compensation for financial loss or to put something right, the FOS can also tell your insurance company to pay costs and/or compensation for distress or inconvenience.
3. Use the small claims court
If you're not happy with the FOS ruling, you could take the matter to the small claims court.
But it's worth asking yourself whether a court is likely to rule any differently than the ombudsman.
You can use the small claims court process if you're claiming £10,000 or less in England and Wales, or £5,000 or less in Scotland or Northern Ireland.