If an insurer, broker or claims firm gets it wrong, you have a clear route to put it right, and it is free. Most disputes are resolved by the firm or, failing that, by the Financial Ombudsman.
Step 1: Complain to the firm
Set out what went wrong and what you want: an apology, a correct payment, a review. Do it in writing and keep copies. Firms must acknowledge and give a final response, normally within eight weeks.
Step 2: Go to the Financial Ombudsman
If you are unhappy with the final response, or eight weeks pass, you can take the complaint to the Financial Ombudsman Service. The service is free, independent, and can order the firm to pay compensation. There are time limits, so act promptly.
Step 3: Other routes
- The FCA can act against firms for misconduct but does not pay individual compensation.
- The Financial Services Compensation Scheme steps in only if a firm fails.
- Courts are a last resort for disputed sums.
Tips that improve outcomes
- Be specific about the decision you are challenging and why.
- Attach evidence: policy, correspondence, photos.
- Reference the relevant policy wording or regulatory rule.
- Keep a timeline of who said what and when.
Our explainer on the Ombudsman and on if your claim is rejected covers the detail. The corrections policy explains how we handle errors in our own coverage.