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United Kingdom

Home insurance: prepare a formal complaint

Use the insurer’s written decision and policy wording first. The guide helps organise a complaint and an eligible next step; it does not decide coverage.

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Documents and evidence

Collect the decision or final response, schedule and policy wording, timeline, communications, invoices or valuations, and evidence addressing the insurer’s stated reason.

Complaint route

  1. Make a formal complaint to the insurer using the address and procedure in its decision or policy.
  2. Preserve the insurer’s final response. For most insurance complaints the firm normally has up to eight weeks to provide it.
  3. If unresolved, check eligibility and the six-month referral limit stated in the final response before referring the complaint to the Financial Ombudsman Service.

Official sources

The tool prepares a complaint draft, not a court pleading or claims-management service. The insurer must normally be given the opportunity to issue a final response before an eligible FOS referral. Educational self-service software, not legal advice or representation.