How to Complain to Your Insurer in the UK
Whether your claim has been rejected, undervalued, or mishandled — this guide explains your rights as a policyholder and how to challenge the decision effectively.
Your rights as a policyholder
The Insurance Act 2015 and the Consumer Insurance (Disclosure and Representations) Act 2012 significantly strengthened consumer protections. You are now required only to take reasonable care not to misrepresent — not to volunteer every piece of material information.
Common grounds for complaint
- —A valid claim has been rejected or significantly undervalued
- —An exclusion clause is being applied unfairly or outside its clear scope
- —The insurer has taken unreasonably long to settle a straightforward claim
- —A policy was cancelled without proper notice or justification
- —Poor communication or misleading information from staff
How to structure your complaint letter
- —State your policy number, claim reference, and date of incident
- —Describe the complaint clearly and factually
- —Reference the specific policy wording supporting your position
- —Attach supporting evidence — valuations, receipts, repair quotes
- —State what outcome you want
- —Request a final response letter within eight weeks
Escalating to the Financial Ombudsman
If the insurer does not resolve your complaint to your satisfaction, or does not respond within eight weeks, escalate to the Financial Ombudsman Service (FOS). The FOS is independent, free to use, and its decisions are binding on the insurer. You must escalate within six months of the insurer’s final response letter.
Disputing an undervalued settlement
Obtain independent evidence of value — alternative repair quotes, independent valuations, or market prices. Write formally to reject the offer with your evidence. If the insurer does not improve their offer, the FOS can adjudicate on the appropriate settlement.
Broker complaints
If your broker gave incorrect advice that resulted in a policy being voided or a claim being denied, you may have a separate complaint against the broker. Broker complaints follow the same FCA process and can be escalated to the FOS.