If you feel aggrieved about the actions of your car insurance company or feel you have good grounds for making a complaint, there is a series of steps you can take to seek re-dress.
First and foremost it is always best to make to make your first port of call the specific car insurance provider, insurer or broker with whom you have a complaint. Try and make every effort to ascertain the name of the appropriate people to speak or write to obtain an answer or solution to your grievance. You should always ask the company about their recommended complaints procedure and follow that.
If you find no joy or resolution through your motor insurer then there are three organisations which you can approach and contacnt for guidance, information and assistance.
The first is the Association of British Insurers (ABI). Although the ABI is not an insurer, does not regulate insurers or mediate in disputes and cannot endorse individual products or services, it is still an excellent source of information and guidance. If an insurance company is a Member of the ABI it will endeavour to follow its code of conduct.
The Financial Ombudsman Service (FOS) is the independent service for settling disputes between businesses providing financial services and their customers. If you don’t know who to complain to at your insurer or you’re unsure about anything, get in touch with the FOS. They will contact the right person for you, telling them that you have a complaint that they need to look into.
The Financial Services Authority (FSA) regulates the insurance industry in the UK. Firms regulated by the FSA must provide a formal and free complaints service. Firms should tell you about this in information they give you about their services. Ask for this information if you don’t get it. The FSA website lays out simple guidelines for progressing your complaint.