Complaints
If something we publish is wrong or unclear, we want to know and we will put it right. You can also complain directly to your insurer, broker or any provider, free of charge — you never need a paid representative to make a complaint.
Complaining to us
If something on this website has fallen short — an error in a case summary, a stale date, a passage that misleads — we want it corrected. Our contact route is temporarily unavailable, so our contact page sets out what is open in the meantime.
We publish; we do not handle claims, money or vehicles. A complaint about a service you received belongs with the firm that provided it, and the routes below explain how to take it there.
Complaining directly to a firm
You can complain directly to your own insurer, the at-fault insurer, a broker or a credit hire provider, free of charge. Regulated firms must have a complaints process, and many disputes are resolved this way.
If a regulated firm does not resolve your complaint, you may be able to refer it to the relevant ombudsman service. For firms regulated by the Financial Conduct Authority, that is usually the Financial Ombudsman Service. The firm's own complaints response should tell you which service applies and how to contact it.
Free help is available
You do not need to pay anyone to make a complaint or to ask questions about your options. Dealing with an insurer directly is always free.