Quick summary
- Complain to the firm first (insurer, broker, or intermediary) in writing if possible
- Firms usually have up to 8 weeks to provide a final response
- If eligible, you can escalate to the Financial Ombudsman Service (FOS)
- Keep a clear timeline, evidence, and what resolution you want
- Complaints are free to make—don’t pay third parties unless you choose to
escalate to the Ombudsman.
If you’re unhappy with an insurance outcome—sales, advice, claims handling, delay, or service—you have the right to complain. In the UK, complaints about regulated insurance activity follow a formal route: complain to the firm first, then (if eligible) escalate to the Financial Ombudsman Service.
This guide explains the FCA-regulated complaints process in clear steps, including time limits, what evidence to include, and what outcomes you can expect.
Step 1 — Identify the Right Firm to Complain About
In insurance, responsibility depends on what went wrong:
- Sales/advice issues: often the broker/intermediary
- Policy wording and underwriting decisions: usually the insurer
- Claims handling: insurer or claims administrator (depending on arrangement)
- Poor service/delay: whichever party was responsible for the service
If in doubt, complain to both insurer and broker, clearly stating which parts you believe each is responsible for. Ask each firm to confirm who is handling the complaint.
Step 2 — What Counts as a Complaint?
A complaint is any expression of dissatisfaction that:
- Relates to regulated activity, and
- Alleges you have suffered (or may suffer) financial loss, distress, or inconvenience
You don’t need legal language. A clear written complaint (email is fine) is usually best.
Step 3 — What to Include (To Improve Your Chances)
Include:
- Policy number, claim reference, and key dates
- A short timeline of events (bullet points are fine)
- What you believe went wrong (facts first)
- The impact on your business (financial and operational)
- The resolution you want (e.g., claim reconsidered, apology, compensation for delays)
Attach evidence:
- Emails and letters
- Photos, invoices, expert reports
- Call notes (write your own summary if you don’t have recordings)
- Any promises or representations made during sale
Step 4 — FCA Complaint Handling Timelines (Typical)
Firms must:
- Acknowledge promptly
- Investigate fairly
- Provide a “final response” within 8 weeks in most cases
A final response should explain:
- The firm’s decision
- Any offer of redress
- Your right to go to the Financial Ombudsman Service (if eligible), and how to do it
If the firm can’t respond within 8 weeks, it should explain why and remind you of your right to go to the Ombudsman.
Step 5 — Escalating to the Financial Ombudsman Service (FOS)
If you are eligible, you can complain to FOS if:
- You received a final response you disagree with, or
- 8 weeks have passed without a final response
Eligibility often includes consumers and many small businesses (for example micro-enterprises). Eligibility rules can change and have specific criteria, so check the FOS guidance for current definitions.
Financial Ombudsman Service Website: https://www.financial-ombudsman.org.uk Phone: 0800 023 4567
FOS looks at what is “fair and reasonable” based on:
- Law and regulation
- Industry codes and good practice
- The specific facts of your case
Step 6 — What the FCA Does (And Doesn’t Do)
The Financial Conduct Authority (FCA) regulates firms and sets rules, but it typically does not resolve individual complaints or award compensation. Instead, it:
- Sets complaint handling standards for firms
- Supervises firms and can take enforcement action
- Collects complaint data and trends
If you want redress for your case, the Ombudsman route is usually the right path (if eligible).
Financial Conduct Authority (FCA) Website: https://www.fca.org.uk Consumer Helpline: 0800 111 6768
Step 7 — If You’re Not Eligible for FOS
If your business is not eligible for FOS:
- You can still pursue the complaint with the firm
- You may consider legal advice or alternative dispute resolution
- For some sectors, trade bodies or arbitration schemes may exist
Practical Tips That Make Complaints More Effective
- Keep communication calm and factual
- Ask the firm to cite the exact policy wording or rule they rely on
- Request call recordings or transcripts where relevant
- If delays are the issue, quantify the impact (lost trading, extra costs)
- Don’t accept a “goodwill” offer if it requires you to waive rights unless you’re comfortable
This guide is general information and not legal advice.
Key takeaways
- Complaints should go to the firm first, with a clear timeline and desired outcome
- Most firms have up to 8 weeks to issue a final response
- If eligible, you can escalate to the Financial Ombudsman Service for free
- The FCA regulates firms, but usually won’t resolve individual disputes
- Written evidence and policy wording references strengthen your complaint
Frequently asked questions
Is complaining the same as making a claim?
No. A claim is a request under the policy. A complaint is about dissatisfaction with service, handling, sale, or decision-making.
Do I need to use a claims/complaints management company?
No. Complaints to firms and to the Ombudsman are free. You can use a third party if you choose, but it’s optional.
How long do I have to go to the Ombudsman?
There are time limits that depend on when you received the firm’s final response and when the issue occurred. Check FOS guidance for current deadlines.
Can the FCA force the insurer to pay?
The FCA generally doesn’t resolve individual cases. The Ombudsman can require redress in eligible complaints.
What if the firm ignores me?
Keep written records. If 8 weeks pass without a final response, you can usually escalate to FOS if eligible.
Where to go next
- Financial Ombudsman Service (external link, opens in new tab)
- FCA Register (external link, opens in new tab)
Anything missing from this guide? Let us know