Insurance

There are certain types of insurance many people need to have – like car insurance and buildings insurance. But other insurance policies are matters of choice – like private medical or dental insurance. We receive complaints from consumers about a range of insurance products. 

We look at the facts and circumstances of each individual complaint. We listen impartially to both you and the business when deciding what’s fair and reasonable in the circumstances. We also 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, application and claims forms 

Once we’ve considered everything, we’ll set out our findings, explaining whether we think the business has treated you fairly or not. If we think the business has treated you unfairly, we’ll set out what we think needs to be done to put things right.

Find out more about the types of complaint we get about insurance, and how we might be able to help.

Our service is free and easy to use. 

When you bring a complaint to us about a mortgage, it's our job to weigh up all the facts. We’ll make a decision about what happened using evidence from you, the financial business and any relevant third parties. We'll also consider:

• the relevant law
• any regulations that applied at the time
• any industry codes of conduct that were in force at the time

When we've finished investigating, we’ll tell you whether we think the business treated you fairly or not. And we’ll explain how we reached our decision.

If we think the business treated you unfairly, we'll tell them to put you back where you'd be if they hadn't made a mistake. We might also ask them to make an award for any distress and inconvenience caused.

Bring your complaint to us

The time it takes for us to investigate a complaint depends on what it's about, how complex it is and how quickly we can get all the information we need.

You can read more about our process on our how long it takes page.

How long it takes

If you’re considering an insurance or other financial service, use the Financial Conduct Authority’s Firm CheckerFCA's firm checker to confirm the firm is authorised and help avoid scams. You should also check the contact details match those listed on Firm Checker to avoid scammers pretending to be a real firm.

If you’re a business looking for information to help you resolve complaints, you can find more detail about insurance complaints in the business section of our website.