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Complaints

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Complaints

Overview

How to Complain About Your Home Insurance Policy

1. Contact Your Insurer First

Start by notifying your insurance company directly — this is the first and most important step.

When contacting them:

  • Call their customer service team or use the complaints form on their website
  • Provide your policy number and full details of your concern
  • Explain clearly what you’re unhappy about and what outcome you expect

What You Should Include in Your Complaint

To ensure your complaint is handled quickly, include:

✅ Your name, address, and policy number
✅ A clear description of the issue
✅ Dates of relevant events (e.g., claim date, correspondence dates)
✅ Copies of letters/emails relating to the problem
✅ What outcome or resolution you want

What to Do If You’re Not Satisfied With the Response


If your insurer can’t resolve your complaint or you don’t agree with their decision, you can take the matter further:

Financial Ombudsman Service (FOS)


The Financial Ombudsman Service is a free, independent organisation that handles disputes between customers and insurance companies.

How the Financial Ombudsman Works

The Ombudsman will:
✔ Review all correspondence and evidence
✔ Assess whether the insurer acted fairly
✔ Make a decision that is binding on the insurer (and you can still reject it if you wish)

This service is free to consumers and aims to provide a fair outcome.

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