We receive complaints from consumers about a range of insurance products. On this page you can find information about how we deal with these complaints. 

On this page

  1. Our general approach to complaints about insurance
  2. Complaints we deal with
  3. Business support and engagement

This page contains information about our general approach to complaints about insurance for financial businesses. If you’re looking for information specifically in relation to Covid-19, please look at our dedicated page that contains information for financial businesses about complaints in relation to Covid-19.

Our general approach to complaints about insurance

We deal with a wide range of insurance complaints. We look into the facts and circumstances of each individual complaint and take into account:

  • the policy wording
  • any relevant laws and regulations
  • industry codes of conduct and best practice
  • any relevant evidence like medical reports, photos and claims forms 

Complaints we deal with

To find out more about how we approach specific types of complaints, choose the relevant area below: 

Business support and engagement

As well as resolving disputes, we also work with businesses to help prevent complaints. Our work gives us an insight into how complaints arise and how they might be avoided in the future. Find out more about the ways we share our knowledge and experience.

Businesses and consumer advisers can contact our technical desk for general information on how the ombudsman might look at a particular complaint, or for guidance on our rules and how we work.

If you’re a consumer, you can read more about how to complain and the complaints we can help with or call us on 0800 023 4567.