If you're not happy with the insurance policy you have bought, or the way your claim has been handled, the best way to initially deal with it is to contact the insurance company. This often leads to the problem being resolved or explained straightaway. However, if you remain dissatisfied, you may want to make a complaint to the firm, in order to seek an apology, correction or compensation.
The Financial Services Authority (FSA) is responsible for the regulation of general insurance. This means that all insurers and any intermediaries have to comply with the FSA rules on claims handling.
The general steps to lodging a complaint are as follows:
1. Contact the company that sold you the product or provided the service, and give them an opportunity to make things right. They should have a proper complaints procedure, and should tell you how they will handle your complaint. They should you let you know the job title or the name of the person who will deal with your complaint.
2. Give the company up to two months to try to resolve your complaint. After two months, they should have sent you a letter setting out their final decision and telling you how to contact the Financial Ombudsman Service if you are unhappy with this decision. You will have six months from the date of this letter to take your complaint to the Ombudsman.
3. However, if you do not receive a final letter from the company within two months, you can contact the Ombudsman, who will send you a complaints form. The service is free to consumers, but will not affect your right to take legal action should you wish to do so.
