How to complain about your insurer — and when to escalate
Most insurance complaints are resolved at the insurer level within eight weeks. If not, free external dispute resolution is available. Knowing the process — and your rights at each stage — significantly improves your outcome.
Stage 1 — Formal complaint to the insurer
Every insurer regulated in the UK, Australia, the US, and most other major markets is required to have a documented complaints-handling procedure. Start there.
- Write to the insurer using the word "complaint" — this triggers formal regulatory timelines, not just a customer service queue.
- State clearly: what happened, what you believe should have happened, and what outcome you want.
- Include your policy number, the date of the event or decision, and any reference numbers from previous contact.
- Keep a copy of everything you send. Note the date sent.
In the UK, the insurer must acknowledge within five business days and issue a final response within eight weeks. In Australia, the AFCA process requires the insurer to respond within 45 days for standard complaints.
Stage 2 — External dispute resolution
If the insurer's final response is unsatisfactory, or if they fail to respond within the required timeframe, you can escalate free of charge to the relevant external body:
What makes a complaint more likely to succeed
The majority of complaints upheld by the FOS and AFCA share common characteristics:
- Clear policy wording that supports your position. Quote the exact clause you believe entitles you to the claim. See our guide to the five parts of every policy for how to locate the relevant section.
- Evidence of loss. Photographs, receipts, police reports, medical records — whatever is relevant to your type of claim.
- A clear record of communications. Dates, names of staff spoken to, written summaries of calls.
- A specific ask. State the exact outcome you want — not just that you are unhappy, but what settlement, action, or reversal of decision would resolve it.
For claims disputes specifically, also see the full claims guidance and the step-by-step home insurance claims guide.
Complaints FAQ
Frequently asked questions
- In the UK, you must refer a complaint to the Financial Ombudsman Service (FOS) within six months of receiving a final response letter from your insurer, and generally within six years of the event you are complaining about (or three years from when you knew you had cause to complain). If you miss the six-month window from the final response, the FOS may decline to investigate. Do not delay once you have received the insurer's final decision.
- Yes. The FOS service is free to consumers. The insurer pays a case fee regardless of outcome. There is no cost to you for submitting a complaint, no fee if the complaint is not upheld, and no charge if it is resolved in the insurer's favour. The Australian Financial Complaints Authority (AFCA) operates on the same principle for Australian policyholders.
- If your insurer has not issued a final response within eight weeks of receiving your formal complaint, you are entitled to refer the matter to the FOS immediately — you do not need to wait any longer. When you contact the FOS, provide evidence that you submitted the complaint and the date you did so. The eight-week clock starts from the date the insurer received your written complaint, not from when you first raised a general query.
- A query is an informal request for information or clarification. A complaint is an expression of dissatisfaction — with a decision, a delay, or the insurer's conduct — that you want the insurer to address formally. Formal complaints trigger regulatory timelines (an acknowledgement within five business days and a final response within eight weeks in the UK) and must be recorded by the insurer. Always use the word "complaint" in writing to ensure your communication is treated formally rather than as a general query.