You should always contact your insurance company first if you have a complaint, all FSA registersed insurers have a procedure, if you are unsatisfied with their response then the Financial Ombudsman Service can help.

The Financial Ombudsman Service is free to use and is totally independent but paid for by levies and case fees by all the financial and insurance companies, you need to allow 8 weeks for the insurer to sort out your complaint before contacting the Financial Ombudsman Service

Making a complaint is easy, writing a letter is best but you can telephone, if you need help you can get a friend, relative, carer or the Citizens Advice involved. In the leter write "complaint" at the top and include details like your customer number or your policy or account number.

Keep the letter brief and to the point setting out the facts clearly and why you're not happy and what you want the insurance company to do about it. Send copies of any relevant paperwork that you believe backs up your case and keep any letters between you and the insurance company.