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The Financial Ombudsman Service

FOS Judgement

An impartial judge for Insurance Customers

Did you know that the Financial Ombudsman Service can help you resolve disputes with insurance providers? We’ll explore how this valuable service can help individual insurance customers like you. So let’s dive in and learn how the Financial Ombudsman Service can be your go-to resource when all else fails in settling an insurance complaint.

What is the Financial Ombudsman Service?

The Financial Ombudsman Service (FOS) is a free and easy-to-use service that settles complaints between consumers and businesses that provide financial services, including insurance intermediaries, brokers and insurance companies. Acting as an impartial referee, the FOS ensures that disputes are resolved fairly and has the power to put things right.

You can find a guide to complaining to the Financial Ombudsman Service here:

You should first try to resolve your dispute with the insurance provider directly. If you’re not satisfied with their response, or if they don’t reply within eight weeks, you can contact the FOS.

If you are not happy with anything that we at Caravanwise have done let us know and we will do our best to resolve it. You will find our current complaints procedure in your “Important Information” leaflet. The insurance underwriter has their own complaints procedure in the policy booklet and for premium finance the consumer credit company has their own complaints procedure. If you have any difficulty locating any of these documents let us know and we will make sure they are provided to you. We will do all that we can to help resolve any complaint that you may have.

We pride ourselves with working tirelessly to remove any cause for complaint. We want to provide you with the sort of service we would be pleased to receive ourselves and if we identify anything that we might foresee could cause a problem we work to remove it. We have been working in insurance since 1998 and in that time only a handful of complaints have ever been taken to the FOS about us. In every case the Ombudsman found that we had acted properly and they have never found against us. Nevertheless we have treated every one as a learning experience and have made improvements to remove any possibility that such a complaint might arise in the future.

If you’re not satisfied with our response or that of any insurance or consumer credit provider here is what you can do.

Here’s a step-by-step guide to submitting a complaint with the FOS:

  1. Complain to the financial business: Give the insurance provider a chance to resolve your issue. If you haven’t complained yet, follow the guidance on the FOS website on how to complain to a financial business.
  2. Get a final response letter: If you’re not happy with the outcome, ask for a final response letter from the insurance provider.
  3. You have six months from the date on this letter to lodge a complaint with the FOS.
  4. Make a complaint to the Financial Ombudsman: Use the complaint checker on the FOS website to determine if your complaint is eligible. Then, submit your complaint through the website.

After you’ve complained to the business and you’ve received the business’ final response, you have six months from the date on the final response to refer your complaint to FOS. Quote FOS

How the Financial Ombudsman Service Can Help with Insurance Disputes

The FOS handles a wide range of complaints about financial products and services, including:

  • Home insurance
  • Travel insurance
  • Motor insurance
  • Caravan insurance
  • Wedding insurance
  • And other types of insurance

Here’s how the FOS can help with insurance disputes:

Investigate your complaint: The FOS will impartially investigate your complaint to ensure fair treatment. They’ll consider the facts, your proposal form, documentation sent to you by your insurance intermediary, correspondence you have had with them, the terms and conditions of your policy, and relevant laws and regulations.

Negotiate a resolution: If the FOS determines that your insurance provider has treated you unfairly, they’ll work with both parties to reach a fair and reasonable resolution. This might include recommending compensation or an apology.

Enforce a decision: If the insurance provider doesn’t agree with the FOS’s recommendation, the FOS can make a legally binding decision that the provider must comply with.

Tips for a Successful Financial Ombudsman Service Complaint

When submitting a complaint to the FOS, it’s crucial to provide all necessary information and documentation. Here are some tips to improve your chances of a successful resolution:

Provide all relevant documents: Include any correspondence with the insurance provider, your policy documents, and any evidence that supports your complaint.

Be clear and concise: Clearly explain your issue, the outcome you’re seeking, and why you believe the insurance provider has treated you unfairly.

Stay organized: Keep a record of all communication with the insurance provider and the FOS, as well as any evidence you submit.

In Conclusion

The Financial Ombudsman Service is a valuable resource for individual insurance customers, offering a fair and impartial platform to resolve disputes with financial businesses. By following the steps outlined here you can improve your chances of reaching a satisfactory resolution with your insurance provider.

Remember that the FOS is a free and easy-to-use service designed to protect your rights as a consumer. If you ever find yourself in a dispute with an insurance provider, don’t hesitate to turn to the Financial Ombudsman Service for help. With their support, you can confidently navigate the complexities of insurance disputes and achieve the fair outcome you deserve.

You can start a complaint at their website:
Or call their helpline 0800 023 4567

Insurance Information

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These articles are provided as an informational pieces. They do not provide what should be taken as insurance advice. Caravanwise Limited is not authorised to give insurance advice but our experience and expertise means that we know how to go about finding good cover. We have applied what we hope our caravan insurance and motorhome insurance clients have done when choosing us to other types of insurance. Ultimately the choice is yours.

Caravanwise Limited

Caravan Insurance Intermediary
100 Ringwood Road, Walkford, Christchurch, Dorset BH23 5RF
Registered in England No.3560388
Authorised and regulated
by the Financial Conduct Authority.
Our FCA Register number is 304081.


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