3. If you’re unsatisfied with the explanation you’ve received, you can formally complain using the complaints process detailed on your insurance provider’s website, or in your insurance documents.
4. If you’ve tried the official complaints process and you’re still unhappy with the outcome, you can use the Financial Ombudsman Service. This is an impartial organisation which can investigate companies covered by the Financial Conduct Authority – including all insurance providers.
After hearing your case, the Ombudsman may begin a formal investigation and their final decision is legally binding.