Complaining about an insurer: the 8 week and 6 month rules explained
Published · 3 min read · Figures checked . UK rules and rates change, so check the official sources below before you act.
This guide explains how a complaint about an insurance company works in the UK: who to contact first, how long the firm has to reply, and when the free Financial Ombudsman Service can step in.
Who this guide applies to
It is for people in the UK who have a complaint about an insurance company or a claim, such as home, motor, travel, pet or mobile phone insurance. It is general information, not advice on any particular case. It does not cover complaints about firms outside the UK financial services system, and it is not about disputes with other people or organisations.
Step 1: complain to the insurer first
The usual route starts with the firm itself. The Financial Conduct Authority says you can explain what happened and when, and ask the firm to put things right. It also suggests keeping a record of how and when you got in touch.
Time limits apply to this first step. You normally need to complain within 6 years of the problem happening or, if later, within 3 years of becoming aware that you had cause to complain.
Step 2: what the firm must do
Unless the firm sorts the complaint out within 3 business days, it must acknowledge it in writing. It should then give you a written outcome within 8 weeks. That response should say whether the firm has upheld the complaint, or explain why it needs more time.
Faster rules apply to complaints about fraud and scams, payment services and electronic money. For those the firm has 15 days to consider the complaint.
Step 3: the Financial Ombudsman Service
If you are unhappy with the firm's final response, or the firm has not replied in time, you can take the complaint to the Financial Ombudsman Service. It is free, and you do not need to pay a lawyer or a claims management company to represent you.
The Ombudsman says it can look at complaints about home and buildings insurance, motor insurance, travel insurance, pet insurance, medical insurance, mobile phone and gadget insurance, extended warranties and legal expenses insurance. It also covers issues such as insurance pricing and renewals, and misrepresentation and non-disclosure.
The 6 month deadline
You have 6 months from the date on the firm's final response to refer the complaint to the Ombudsman. The months are counted as calendar months, so a final response dated 7 May gives you until 7 November. If the end month has no matching date, the deadline falls on the last day of that month.
The Ombudsman says it may still be able to look at a late complaint in some cases, for example where exceptional circumstances such as serious ill health or a bereavement stopped you complaining in time, where the firm did not send a valid final response, or where the firm agrees to the Ombudsman looking at it.
Where to get free help
Many people find it useful to keep letters, emails and call notes in one place. Free, impartial guidance is available from MoneyHelper and Citizens Advice. The Financial Ombudsman Service also has an online tool to check whether it can look at a complaint.
Check before you act
Time limits and rules can change, and your own situation may differ. It can be worth confirming the details on the official pages linked below before relying on this guide.
Sources
For information only. See our disclaimer and editorial standards. Spotted an error? Tell us.
