You can ask the Financial Ombudsman Service to consider an eligible insurance complaint after the insurer sends its final response, or when the insurer has not responded within the applicable period. You must normally complain to the insurer first.
Complain to the insurer first
Send the insurer a formal complaint explaining what happened, why you disagree and the outcome you want. Keep its final response and the supporting correspondence.
When can the Ombudsman become involved?
The Financial Ombudsman Service says you can usually bring the complaint to it if the business has sent a final response that you are unhappy with, or if eight weeks have passed without a final response. Its service for consumers is free.
What kinds of motor-insurance disputes are considered?
Examples include disputes about claim decisions, vehicle valuations, repairs, policy cancellation, telematics, theft claims and whether the insurer has treated the customer fairly. Whether the Ombudsman can consider your particular complaint depends on its jurisdiction and the circumstances.
What evidence helps?
Keep the policy schedule and wording, emails, letters, photographs, repair estimates, engineer reports, call notes and the insurer's final response. A short timeline is often useful. Explain the practical effect of what happened rather than sending a large bundle of unexplained documents.
Do you need a claims company or solicitor?
The Ombudsman is not a substitute for your insurer's complaints procedure. Use the insurer's formal process first, then escalate if you remain dissatisfied or the insurer has not responded within the required period.
Useful official information
For rules, complaints or database checks, these official sources are useful:
For rules, complaints or database checks, these official sources are useful:
- Financial Ombudsman Service: car insurance
