How to Complain About a Private Health Insurer in the UK

If you are unhappy with a private health insurer’s decision or service, start by making a complaint to the insurer. Explain what happened, when it happened and what outcome you are seeking. Use the insurer’s published complaints channel and keep a copy.

Keep useful evidence

Gather the policy schedule and wording, claim and authorisation references, letters, clinical records relevant to the issue, receipts and a timeline of calls. Keep the complaint focused on the disputed decision or handling.

Escalating a complaint

If you are unhappy with the insurer’s final response, or it has not resolved the complaint within the applicable time, you may be able to take it to the Financial Ombudsman Service. Check the response letter for the deadline and eligibility requirements. The Ombudsman’s service is free to consumers.

What if the policy is through my employer?

The Financial Ombudsman explains that a member may complain about a claim under a group policy, while complaints about the policy sale may need to come from the employer. Check the rules for your situation.

See our claim declined guide.

Sources checked 18 October 2026: FCA: How to complain · Financial Ombudsman: Private medical and dental insurance