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Home and buildings insurance

Last updated: 19 November 2025

On this page

  1. Complaints we deal with
  2. More information for financial firms
  3. Information for consumers

Complaints we deal with

On this page you'll find information about how we approach complaints about home and buildings insurance.

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

Accidental damage

Information for financial businesses about how we handle and resolve complaints about accidental damage to property.

Building warranties

Information for financial businesses on handling and resolving complaints about building warranties.

Damage to underground pipes

Information for financial businesses how we handle and resolve complaints about underground pipes.

Flood damage

Information for financial businesses on handling and resolving complaints about flood damage to a property.

Gradual damage

Information for financial businesses about how we deal with complaints about gradual damage complaint.

Home emergency insurance

Information for financial businesses on handling and resolving complaints about home emergency insurance.

Multiple-occupancy buildings insurance

Do you work for a broker or insurer handling complaints about multiple-occupancy buildings insurance – also known as MOBI?

Settling home insurance claims

Information for financial businesses about how we resolve complaints about settlement, replacements and repairs for buildings and contents.

Storm damage

Information for financial businesses about what to do when a customer is unhappy about a storm damage claim.

Subsidence and other types of ground movement

Information for financial businesses about how we handle and resolve complaints about subsidence claim.

Underinsurance in home insurance complaints

Information for financial businesses about how we handle cases when the customer is underinsured.

Unoccupied properties

Information for financial businesses about how we resolve complaints about unoccupied properties.

More information for financial firms

Businesses and consumer advisers can contact our Business Support Hub for information on how the we might look at a complaint, or for guidance on our rules and how we work. We also work with businesses and other organisations to help prevent complaints.

How we work with businesses

Information for consumers

If you’re a consumer looking for information on complaints about home and buildings insurance, you can read more about this on our dedicated information page for consumers or to make a complaint, find out more about how to complain.