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Complaint to your insurer about a claim or your policy (UK)
England, Northern Ireland, Scotland and Wales · in English · for consumers
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11 questions · about 5 min
Made for use in England, Northern Ireland, Scotland and Wales
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For a policyholder whose insurer has refused, underpaid or delayed a claim, mis-sold a policy or added unfair charges — car, home, travel, pet or other insurance. The letter is the formal complaint the FCA's rules require the insurer to answer within eight weeks; after its final response, or once eight weeks have passed, you can take it free to the Financial Ombudsman Service within six months. Send it to the insurer's complaints team by email or first class post.
- Made for use in England, Northern Ireland, Scotland and Wales
- Last updated October 28, 2026
- Document in English
Where a UK document reproduces the words of legislation or of a government publication — UK, Scottish or Northern Irish — it contains public sector information licensed under the Open Government Licence v3.0.
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When to use this document
- Your insurer in the UK turned down a claim you believe is covered.
- The payout for your car or home is far below what you actually lost.
- Your insurance claim has dragged on for months and nobody replies.
- You want a formal complaint to your insurer so you can go to the ombudsman later.
What you fill in
The details the document asks for.
- Sender
- Sender's address
- Town or city
- Sender's postcode
- Date
- Insurer
- Insurer's postal address
- Policy number
- Claim number
- What the complaint is about
- Requested outcome
Common questions
- How long does an insurer have to answer a complaint?
- Eight weeks under the FCA's complaint rules (DISP). By then it must send a final response, or explain why it needs longer and tell you about the Financial Ombudsman Service. You have six months from the final response to refer the complaint to the ombudsman, which is free.
- Can I complain if the insurer says the loss is excluded from my policy?
- Yes. An exclusion must be clear and brought to your attention, and an insurer cannot reject a claim for an honest and reasonable mistake in what you told it when you took out the policy (Consumer Insurance (Disclosure and Representations) Act 2012). Quote the policy wording, explain why the exclusion does not fit your facts and ask for the documents the decision relied on.
- How do I cancel an insurance policy I no longer want?
- Most general insurance can be cancelled within 14 days of the start or of receiving the documents, with a refund less any cover already used; life and income protection policies have 30 days. After that, the policy's own terms set the notice and any fee. Tell the insurer in writing; this letter is for complaints, not cancellations.
How you can sign this document
- Print it and sign by hand. The signature lines in the document are left blank on purpose — sign on them in ink.
- Sign it yourself with a qualified electronic signature. If you already hold a QES — Evrotrust, B-Trust, StampIT, ZealiD or any qualified provider on the EU Trusted List, on a card, a USB token, in a mobile app or in the cloud — our signing guide explains step by step how to sign this exact file without invalidating it. Step-by-step help, and a way to check it worked
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