If you’re still unhappy after going through the insurance company’s complaints process, you have a right to take your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service is an independent, free service that investigates complaints from individuals about financial companies.
If you take your complaint to them, they’ll consider both sides of the story, look at the documentation and attempt to find a fair outcome based on the facts and common sense.
You can only make a complaint when you’ve received what’s called a ‘final response’ from your insurance company, or eight weeks have passed and you haven’t received a response from them.
If they decide your claim was wrongly rejected, the Financial Ombudsman Service have the power to make the insurance company:
- explain its actions
- apologise, and
- pay compensation or take appropriate steps to change the outcome.