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Guide

How to complain about car insurance

Raise a car insurance complaint, organise your evidence and understand when the Financial Ombudsman may be able to help.

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The short answer

Complain to the responsible insurer or intermediary first. For most insurance complaints, you can approach the Financial Ombudsman after a final response or after eight weeks without one; referral time limits apply.

Identify the issue and firm

Explain whether the problem concerns a claim, payment, cancellation, sale or administration. Use the complaint route in your documents.

  • Keep complaints about CompareDirect’s information separate from an insurer complaint.
  • Include the policy and claim reference.

Make a clear complaint

Set out what happened, why you disagree and the outcome you seek. Attach relevant evidence rather than sending unrelated personal information.

  • Keep a copy and the date sent.
  • Ask the firm to acknowledge receipt.

Final response and waiting time

For most insurance complaints, the firm has up to eight weeks to issue its final response. If it responds earlier, or eight weeks pass, check Ombudsman eligibility.

  • Read any final-response letter carefully.
  • Keep evidence of the date the complaint was made.

Escalating to the Ombudsman

Referral normally needs to be made within six months of the final response. Other time limits and exceptions can apply; read the Ombudsman’s guidance.

  • Use the Financial Ombudsman’s official service.
  • Do not assume the FCA decides an individual compensation claim.

Before you decide

  • Collect the policy wording and correspondence.
  • Record the complaint and final-response dates.
  • Check all Ombudsman time limits rather than waiting indefinitely.

Frequently asked questions

Do I have to pay to use the Ombudsman?

The Financial Ombudsman Service is free for consumers.

Will it always overturn the insurer’s decision?

No. It considers the evidence and what is fair and reasonable in the circumstances.

Sources and further reading

Prepared by CompareDirect using the sources above. Policy eligibility, cover and claims depend on the provider’s current documents and your circumstances.

Before you buy

Our car insurance listings compare provider features and quote destinations, not personalised premiums. Check the exact product, eligibility, excesses and full terms on the provider’s website. Nothing here is a personalised insurance recommendation.

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