Complain about car insurance service, payments, fees or claims effectively
Car insurance companies must deal with any complaints within eight weeks so title your email or letter ‘Complaint’ to make it very clear or you can contact the Financial Ombudsman Service to start the process
Register your complaint first
First try and contact the complaint or customer service department and ask for details of the official complaints procedure and the name of the person who will be handling your complaint. If you are asked to submit a letter or email then ensure your position is clear by heading an email or letter ‘Complaint’ so they are obliged deal with the complaint within 8 week.
Help to make a complaint
Some insurance companies don't have a well oiled customer relations department or it might be difficult to find the right person to deal with your complaint so you can contact the Financial Ombudsman Service (FSO) and they will contact the right person for you, telling them that you have a complaint that they need to look into.
If you require further help then the Citizens Advice Bureau has a useful website with advice and templates for writing letters or you speak to an adviser by telephone or visit one of their nationwide offices.
Financial Ombudsman Service can tell the insurance company about your complaint
03001239123 or 08000234567 Monday to Friday – 8am to 8pm Saturday – 9am to 1pm
The Citizens Advice Bureau can advise and help you submit a well presented complaint
03454040506 or you can talk to a Welsh-speaking adviser on 03454040505 Monday to Friday 9.00am to 5.00pm. They are not open on bank holidays.
Not satisfied with insurers response
All insurers must follow the rules of the Financial Conduct Authority (FCA) so if you have a complaint then you can take it to the Financial Ombudsman Service (FOS) if the complaint was not satisfactory resoloved by your insurer.
The FSO will try to resolve the dispute by mediation first then carry out a formal investigation if both parties are unable to agree, the final decision by the Ombudsman means the insurer has to stick to the terms of the decision made.
If you do not agree with the Ombudsman final decision then you can go to court but it can be stressful and cost you money and the court will take into account any decision that's already been made by the Ombudsman.