Dispute Resolution Process
If something hasn’t gone as planned, we want to know about it. Our complaints and dispute resolution process follows Financial Conduct Authority (FCA) requirements and is designed to address issues fairly, clearly, and without unnecessary delay.
We Take Concerns Seriously – and Act on Them
Occasional issues can arise, whether due to delays, misunderstandings, or elements of the wider claims journey. When that happens, we’re committed to addressing concerns openly and constructively.
Every complaint is reviewed carefully, and feedback is used to help strengthen our processes and improve service standards.
What You Can Expect
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A regulated complaints procedure aligned with FCA requirements
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A formal resolution timeframe of up to eight weeks
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Access to independent expert input, such as inspections or surveys, where appropriate
Customer Testimonials
Lara – October 2025
★★★★★
All Property Claims is unlike any other company I’ve used before. Their support is second to none, especially when dealing with insurance issues. I’ve never regretted using them; they’ve been absolutely invaluable. Their tradespeople are professional, efficient, and complete work…
Eloise – September 2025
★★★★★
I can’t thank All Property Claims enough for their outstanding service. After experiencing a devastating flood, they guided me seamlessly from the chaos to resolution. Their expertise, dedication, and support made all the difference in restoring normalcy. Highly recommend!
Matteo B – April 2025
★★★★★
Allpropertyclaims was instrumental in ensuring the damage from a leak was properly assessed, investigated and repaired. They were really supportive throughout the lengthy process of dealing with the insurance, and took the lead in dealing with a particularly challenging…
Our Complaints Process Explained
Raise the issue with your usual contact or claims manager
Submit a formal complaint by email or post if required
Investigation and response, with a final outcome provided within eight weeks
Complaints & Dispute Policy
Formal complaints are acknowledged within five working days.
A full written response will be issued within the FCA-compliant eight-week resolution period.
How FCA Regulation Protects Our Clients
Our FCA Authorisation
APC is authorised and regulated by the Financial Conduct Authority (FCA) under permission number 630201.
Our FCA permissions include assisting in the administration and performance of a contract of insurance, allowing us to formally support policyholders throughout the claims process.
This authorisation enables us to:
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Represent policyholders when presenting, negotiating, and settling insurance claims
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Challenge insurers to ensure claims are handled fairly and in accordance with the policy terms
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Help secure an appropriate settlement amount required to return the property to its pre-loss condition
Financial Services Compensation Scheme (FSCS)
The Financial Services Compensation Scheme (FSCS) exists to protect consumers if an authorised financial firm is unable to meet its obligations.
As an FCA-authorised firm, Allpropertyclaims (APC) is covered by the FSCS, providing an additional layer of reassurance for clients.
- Clients may be eligible to claim compensation if contractual obligations are not met
- Protection covers the first £2,000 of a claim’s value, and 90% of the balance up to £85,000.
Financial Ombudsman Service (FOS)
Where an insurer does not treat a customer fairly, APC is able to escalate the matter to the Financial Ombudsman Service for independent review.
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ICOBS Rule 8.1 requires insurers to handle claims “Promptly and Fairly”.
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Where this does not happen, APC acts on behalf of clients to secure fairer outcomes.
Examples of successful outcomes we secured through FOS:
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Lloyds Bank GI ordered to increase settlement & pay compensation – Case outcome
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Ageas ordered to contribute towards undamaged kitchen – Case outcome
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Ageas ordered to cover undamaged flooring – Case outcome
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AXA ordered to increase settlement & pay compensation – Case outcome
Frequent Asked Questions
We understand that insurance claims – particularly disputes – can feel complex or stressful. This section explains the process in plain English and outlines what you can expect at each stage.
How do I raise a complaint?
You can raise a concern directly with your usual contact or claims manager. If you wish to make a formal complaint, please email claims@allpropertyclaims.co.uk or write to our registered office.
Your complaint will be acknowledged within five working days, and our internal review will begin promptly.
How long does the process take?
We aim to resolve concerns as quickly as possible. In line with FCA rules, a final written response will be issued within eight weeks of receiving a formal complaint.
If additional time is required, we’ll explain why and keep you informed of progress.
What if I’m not satisfied with the outcome?
If you remain unhappy after receiving our final response – or if eight weeks have passed without resolution – you may refer your complaint to the Financial Ombudsman Service (FOS).
The FOS is an independent and free service that reviews disputes fairly and impartially.
Do you work with the Financial Ombudsman Service?
Yes. Where appropriate, we may advise clients to contact the FOS.
We also cooperate fully with FOS investigations to ensure complaints are handled transparently and efficiently.
Will making a complaint affect my insurance claim or future cover?
No. Raising a complaint does not impact your current or future insurance cover.
Your right to complain is protected under FCA regulations, and open communication is encouraged.
Can someone act on my behalf?
Yes. You may authorise a representative – such as a family member, solicitor, or loss assessor – to communicate with us.
To protect your privacy and comply with data protection requirements, written consent will be required.
What Happens if You’re Still Unhappy
Where a concern is upheld, potential next steps may include: