A Straight-Talking Guide on How To Complain About an Insurer
Written by Darren Carter. Last Updated on October 2, 2026
When you are dealing with a difficult insurance claim and the complaints process feels uncertain, the Financial Ombudsman Service can provide an independent route for eligible complaints. As Independent Loss Adjusters, we regularly support policyholders dealing with rejected claims, delays, settlement concerns and disputed policy wording.
So, let’s break down what the Financial Ombudsman Service (FOS) does, when it may be able to consider a complaint and the practical steps to take before referring a dispute.
Delays, low settlement offers, disputed policy wording and rejected claims can all leave policyholders unsure what to do next. Homeowners, landlords and businesses may have options for questioning the insurer’s position, but the appropriate route will depend on the circumstances of the claim.
Understanding the Financial Ombudsman Service process can help you decide whether a formal complaint and, where eligible, a referral to the Ombudsman may be appropriate.
Insurers are required to handle claims promptly and fairly, provide appropriate information about progress and not unreasonably reject claims. However, disagreements can still arise about policy wording, evidence, settlement values or the way a claim has been handled.
The Financial Ombudsman Service (FOS) provides an independent and impartial complaints service. It can consider eligible complaints after the insurer has had the opportunity to deal with the complaint through its own process. The service is free to eligible complainants. Individuals and certain small businesses and other eligible organisations may be able to use it, depending on the circumstances and applicable eligibility rules.
Although the official wording online can get a bit dense, the actual steps are surprisingly straightforward.
1. Start by complaining to your insurer.
In most cases, you should first give the insurer the opportunity to consider your complaint through its own complaints process.
A clear written record can make it easier to understand what has been disputed and what remains unresolved if the matter is later referred to the Financial Ombudsman Service.
2. Wait for their “final response.”
For most insurance complaints, the insurer should provide a final response within eight weeks. If it is not in a position to provide a final response within that period, it should explain why and tell you about your right to refer the complaint to the Financial Ombudsman Service.
If you receive a final response and remain dissatisfied, you can consider referring the complaint to the FOS, subject to its eligibility and time-limit rules. You normally have six months from the date of the insurer’s final response to make the referral, although exceptions can apply.
3. File your complaint with the Financial Ombudsman Service.
If the Financial Ombudsman Service can consider your complaint, provide the information needed to understand the dispute and the insurer’s position. Relevant documents may include:
Try to organise the evidence clearly and explain why you disagree with the insurer’s decision by reference to the policy wording, facts and supporting documents.
4. The Financial Ombudsman Service reviews the complaint.
If the FOS accepts the complaint for consideration, it will review the information provided by both sides and decide what it considers fair and reasonable in the circumstances.
It may ask you, the insurer or relevant third parties for further information or evidence before reaching a view.
5. You receive their decision.
If the FOS considers that the insurer has treated you unfairly, it may require appropriate steps to put matters right. What that involves will depend on the individual complaint and may include financial redress or other remedial action.
If an Ombudsman issues a final decision and you accept it within the specified timeframe, the decision becomes binding on the financial business. If you do not accept the final decision, the business will not normally be bound by it and you may still be able to consider other options.
Accepting a final Ombudsman decision may affect your ability to pursue the same complaint through the courts, so consider obtaining legal advice if you are unsure about accepting a decision.
Has your property insurance claim been rejected?
Before escalating a complaint, it can help to check the insurer’s rejection reason, the policy wording relied upon and the evidence that was considered. Our rejected insurance claim checklist explains what to review before deciding what to do next.
Insurance complaints can arise for many different reasons. Some of the issues homeowners, landlords and eligible businesses may ask the Financial Ombudsman Service to consider include:
Whether the FOS can consider a particular complaint and what outcome is appropriate will depend on its jurisdiction, the policy wording, evidence and individual circumstances.
As Independent Loss Adjusters, we act for policyholders rather than insurers. If a property insurance claim has become disputed, delayed, rejected or difficult to understand, we can review the claim position and help you identify the next practical steps.
We Review the Claim and Policy Position
We can review relevant policy wording, insurer correspondence, evidence and settlement information to identify points that may require clarification or further evidence.
We Help Organise the Evidence
Where appropriate, we can help organise claim information, repair evidence, valuations and other relevant material so that the policyholder’s position is presented clearly.
We Communicate With the Insurer
Where we are appointed to manage the property claim, we can liaise with the insurer and its representatives, respond to claim enquiries and raise evidence-based concerns about decisions or settlement calculations.
We Can Help You Understand Your Options
If the claim remains disputed, we can help explain the issues that appear to remain unresolved so that you can decide whether further evidence, a formal complaint or another appropriate route should be considered.
Free Initial Insurance Claim Advice
You can contact ILA for free initial advice about your property insurance claim. If you decide to appoint us, any fees and the scope of our service will be explained before you proceed.
ILA can provide free initial advice and explain how we may be able to help you review the insurer’s position before you decide what to do next.
Is the FOS Service free?
Yes. The Financial Ombudsman Service does not charge eligible complainants to use its service.
How long does the Ombudsman take?
There is no single timescale. How long a complaint takes will depend on factors such as its complexity, the information required and whether either side disputes the initial findings.
Providing clear and complete information can help avoid unnecessary delays, but it does not guarantee a faster decision.
Can landlords and businesses use the Ombudsman?
Potentially. Eligibility depends on the circumstances and the Financial Ombudsman Service rules. A landlord may be eligible as an individual or through an eligible business, depending on how the property activity is structured. Eligible micro-enterprises and certain small businesses can also use the service.
For a small business, the current criteria generally include annual turnover below £6.5 million and either a balance-sheet total below £5 million or fewer than 50 employees. Different criteria apply to micro-enterprises and some other organisations, so check eligibility with the FOS before relying on the service.
What if I don’t agree with the Ombudsman’s final decision?
You do not have to accept an Ombudsman’s final decision. If you reject it, the financial business will not normally be bound by it and you may still be able to consider other routes, including legal action where appropriate.
If you accept the final decision within the required timeframe, it becomes binding on the financial business and may affect your ability to pursue the same complaint through the courts. Consider obtaining legal advice if you are unsure which option is appropriate.
A formal complaint may be worth considering when you have identified a specific concern about the insurer’s decision or the way the claim has been handled. Examples may include:
Before escalating, identify precisely what you disagree with and what evidence supports your position. If you receive the insurer’s final response, remember that FOS referral time limits may apply.
A well-organised complaint should make it easy to understand what happened, what you disagree with and what evidence supports your position.
Good evidence does not guarantee that a complaint will be upheld, but it can help the insurer or FOS understand the facts and the basis of your complaint.
If you need help understanding a disputed, rejected, delayed or underpaid property insurance claim, ILA can review the available information and explain how we may be able to help. We cannot guarantee that an insurer will change its decision or that a complaint to the Financial Ombudsman Service will be upheld; the position will depend on the policy wording, evidence and individual circumstances.
Call ILA on 0800 002 5178.
Head of Marketing & Technology, Independent Loss Adjusters
Posted by Darren - Over 15 years' experience in online marketing within the insurance claims sector and works with ILA's loss adjusters and claims professionals to turn practical claims knowledge into clear, useful guidance for policyholders.
What Our Clients Say After Working With ILA
When your property claim feels uncertain, it can help to hear from people who have already been through the process. These testimonials show how Independent Loss Adjusters has helped clients deal with insurers, evidence, delays, settlement concerns and the practical steps needed to move a claim forward.
“ILA have been fantastic throughout this process. I would highly recommend them.”
“I was at my wits' end trying to navigate an insurance claim, with everyone involved being obtuse and evasive. Chris answered my pleas and was on the situation immediately. I hope I never have to use a service like this in the future - but if I do, 110% I would use ILA in a heartbeat.”
“I would recommend them to anyone looking for assistance with an insurance claim.”
“Glenn handled our case and took ownership, stress was taken from us. He worked with the insurance company and was able to break down the excuses they came back with which resulted in the claim being settled fully.”
“Independent Loss Adjusters team Glenn Weatherall and Sue Young have been the most helpful and dedicated team working on our behalf during what was a very difficult insurance claim. They are one of my most very professional company I have ever had the pleasure to work with.”
“Michael will do the job to the end he is a professional in his work. Thanks to his team all my problems were solved.”
These testimonials describe individual clients’ experiences. Outcomes depend on the policy wording, evidence and circumstances of each claim.
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A difficult claim often involves policy wording, technical evidence, repair costs and several parties. Our Loss Adjusters help policyholders understand the position and approach the next step with clearer information.
ILA is appointed by homeowners, landlords and businesses, not by the insurer handling their claim.
Our team brings experience across insurance claims, loss adjusting, damage assessment and settlement review.
We review the policy, correspondence and available evidence before explaining what appears clear and what may need further work.
Our regulated status supports clear information, appropriate conduct and fair treatment throughout the customer journey.
Independent Loss Adjusters Ltd is authorised and regulated by the Financial Conduct Authority for insurance distribution activities.
Tell us what has happened and where the claim currently stands. We will review the initial information and explain whether ILA may be able to help.
Every claim depends on its individual circumstances, supporting evidence and policy wording. No particular outcome can be guaranteed.
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Different types of damage bring different questions about evidence, repairs and cover. Choose the claim type below to see how ILA may be able to help.
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Tell us what happened and where your claim stands. The initial conversation is free and without obligation. We’ll ask a few questions and explain whether ILA may be able to help. You can call us or complete the form; we’ll contact you using the details you provide.
If you choose ongoing support, we’ll explain the service and fee before work begins. Our general fee is 10% plus VAT of the overall settlement. Where you appoint ILA’s recommended contractors for the agreed reinstatement works, our fee is generally covered through that contractor route. The position depends on your claim and the proposed work.
What Happens After You Request a Callback?
When we speak, we’ll ask a few initial questions about the damage, your insurance policy and the current position of your claim.
You don’t need to have every document ready. The first conversation is simply to understand what has happened and whether we may be able to help.
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