Content type: Guide

How to complain about a home insurance claim

If a home insurance claim is declined, underpaid or badly delayed, you have a clear route to challenge it — first with the insurer, then with the Financial Ombudsman Service.

Step 1: complain to the insurer

Set out your complaint in writing and ask for a final response letter. Insurers have a set timeframe to reply.

Step 2: the Financial Ombudsman Service

If you are not satisfied, or eight weeks pass, you can refer the dispute to the Financial Ombudsman Service — free and independent. Time limits usually apply: six months from the final response, and six years from the event (three in Scotland).

See our Complaints & Redress coverage for the full process.