Ombudsman
An ombudsman is an independent body that reviews complaints about financial firms, including insurers, at no cost to the consumer. You can refer a complaint to the ombudsman after exhausting the insurer's own complaints process. In the UK this is the Financial Ombudsman Service (FOS); in Australia, the Australian Financial Complaints Authority (AFCA).
When and how to use the ombudsman
You can refer a complaint to the ombudsman only after the insurer has issued a final response letter (or has failed to respond within the required timeframe — 8 weeks in the UK). The service is free to consumers. The ombudsman can award compensation and direct the insurer to take specific action. Their decision is binding on the insurer if you accept it.
For the full process — from formal complaint to ombudsman referral — see our article on how to complain about your insurer and when to escalate. Official body links: FOS (UK) · AFCA (Australia).