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frequently-asked questions

how do you sort out complaints about motor insurance?

People contact us with a range of complaints about motor insurance - whether they think a claim has been unfairly turned down, or they're unhappy their policy has been renewed automatically.

When we look into complaints about motor insurance we consider things like whether the business did anything wrong - for example, if they unfairly turned down a claim, or provided poor customer service.

If something's gone wrong, we'll consider whether someone's lost out as a result - and what the insurer needs to do to put things right. This could mean considering a claim again, reinstating a cancelled policy, or compensating their customer.

There's more information about our approach to motor insurance complaints on our website - and you can find specific case studies in our regular newsletter, ombudsman news.

And if you've got any other questions, get in touch.