Talk first

You must raise your problem with your insurance company first and give them the chance to fix it. They'll have a complaints process to follow — you can usually find this on their website, or you can ask them to post you a copy.

Your complaint hasn't been resolved

If you're not happy with the response from your insurance company, you can then take your complaint to their independent dispute resolution service.

You don't have to abide by the dispute resolution service's decision.

You can ask your financial adviser what scheme they belong to — or check yourself.

• Complaints — Insurance and Financial Services Ombudsman

• Financial Disputes Resolution Scheme

• Financial services complaints

If you're still not happy 

You can make a claim to the disputes tribunal, who'll make a binding decision on your dispute that can be enforced by the courts.

Disputes Tribunal