Last updated: 02 November 2025

Complaints

If you feel your claim hasn’t been handled fairly, you have a clear route to challenge decisions. The aim isn’t to argue — it’s to reach a fair, documented outcome with reference to evidence and policy wording.

Steps to raise a complaint

1. Explain the issue briefly. One paragraph with facts, your claim reference, and the remedy you’re seeking.
2. Attach evidence. Photos, reports, or policy excerpts that support your view.
3. Ask for a response date. Most insurers aim to resolve complaints within 8 weeks.

Final response and escalation

If you’re unhappy with the outcome or don’t get a final response within the timeframe, you can escalate to the Financial Ombudsman Service (FOS). Their process is free for consumers and decisions are binding on insurers in most cases.

Practical tips

• Keep emotion out; use dates, actions, and references.
• Quote the policy clause you believe applies.
• Suggest a reasonable remedy (e.g., a reinspection or revised scope).

A well-structured complaint is short, factual, and solution-focused. It helps the reviewer see the pathway to fixing the issue.