Complaints

Our commitment

We take complaints seriously. If something has gone wrong or you are unhappy with any aspect of our service, we want to hear about it so we can put it right.

Complaints about Insured UK

If your complaint is about the Insured UK website or how we handled your enquiry, please contact us by email. We aim to acknowledge complaints within two working days and provide a full response within ten working days.

Complaints about a partner broker

Insured UK connects you with FCA-authorised partner brokers. If your complaint relates to the advice you received, the policy arranged, or the conduct of a broker, you should raise it directly with the broker firm. All FCA-authorised firms are required to have a formal complaints procedure.

If you are not satisfied with the broker's response, you can escalate your complaint to the Financial Ombudsman Service (FOS):

What to include in your complaint

To help us investigate your complaint quickly, please include:

• Your full name
• A description of the issue
• When the issue occurred
• What outcome you would like
• If the complaint involves a partner broker, the name of the broker firm