How do I complain about my policy or adviser?
Contact the firm you are unhappy with, either the insurer or the adviser, and explain what went wrong and what you would like to happen. They must follow a formal complaints process and send a final response, normally within eight weeks. If you are not satisfied, you can refer it to the Financial Ombudsman Service free of charge.
Putting it in writing
Include your policy number, what happened, dates and any documents. Keep copies of all correspondence.
The Financial Ombudsman Service
It is free and independent. You usually need to refer your complaint within six months of the firm's final response.
Getting help
Someone you trust can help you make or manage the complaint, with your permission.
This article is general information about UK protection insurance, not personalised financial advice. Policy terms vary between insurers and products, so always check your own policy documents.
Last updated 27 October 2026