A claim refused, or an offer that's too low?

See what the policy actually says, before you complain.

Send the policy wording and the insurer's letter together. We set the reason they give against the cover, exclusions and conditions it relies on, and mark wording that may help you.

Launch price £49 for up to 10 pages. Standard price £99 from 1 February 2027.

up to 10 pages, then £3 a page

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Complaining is free. So is the Ombudsman.

Your insurer's complaints process.
Complain to the insurer first. The FCA says firms must generally give you the outcome in writing within 8 weeks.
FCA: how to complain
The Financial Ombudsman Service.
Free and independent. It looks at complaints about insurance claims, including home, motor and travel cover. It says you don't need to pay anyone, such as a lawyer or a claims management company, to represent you.
Financial Ombudsman: how to complain
A small business?
The Ombudsman can help small businesses too. Its small business service says about 99% of UK small businesses are eligible.
FCA: complaints from small businesses
Citizens Advice.
Its consumer service gives advice by phone or online chat. Its advisers can't make the complaint for you. Contact the consumer service
Citizens Advice: insurance

Had the insurer's final response? You usually have 6 months from its date to take the complaint to the Financial Ombudsman. After that, it usually can't help. No final response after 8 weeks? You can go to the Ombudsman then. Financial Ombudsman: time limits

We don't calculate or watch deadlines. If the 6 months is nearly up, contact the Ombudsman now. Don't wait for a pack.

What people bring us.

The policy wording and schedule.
What's covered, the exclusions, the excess, the limits and the conditions for claiming.
The decline letter or the offer.
The reason given, and the clause it points to.
The insurer's final response.
The outcome, and what it says about taking the complaint further. The Ombudsman says it should mention your right to refer the complaint within 6 months.
Business interruption cover.
What triggers it, how long it pays for, and how the policy says the loss is worked out.
A loss adjuster's report or valuation.
The figures and reasons, set against the policy wording.

What we mark for you.

The reason the insurer gives, and the wording it relies on.
Exclusions, conditions and definitions that bear on your claim.
Every date and amount: the excess, the limits, the offer.
What the letters say about complaining, and the dates in them.

Each point is pinned to its clause and page, with a question to ask. A star marks wording that may help you: what the policy says, and the question to raise about it.

What a pack does, and doesn't do.

Does

Sets the insurer's letter against your policy
Lists every date and amount
Marks wording that may help you, as questions to raise
Writes your questions for the complaint or an adviser

Doesn't

Say whether the insurer is right, what the claim is worth, or whether an offer is enough
Write or make the complaint for you
Contact the insurer, broker or Ombudsman

The Ombudsman says it helps to hear what happened in your own words. Financial Ombudsman: how to complain. A pack helps you find the wording; the complaint stays yours.

What a first step can cost.

The Financial Ombudsman
Free. Start with the insurer's complaints process, then the Ombudsman.
£354–£506
Selected court guideline rates for a senior solicitor's hour, inc. VAT: not a market range or a quote.¹
A large or business claim
Ask for a fee quote before you instruct anyone.

Read it first for £49. Make your complaint knowing which clause the insurer relies on, and what to ask about it.

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