THAT'S EASY. If you've got an intractable problem with an insurance company, you need to contact the Financial Ombudsman Service—assuming, that is, you've already talked it out, or tried to talk it out, with the company in question. The Financial Ombudsman Service was established in 2000. Its remit is to settle arguments and disputes involving insurance companies, banks, investment firms, building societies, money lenders—and pretty much anyone else running a business that involves money. Generally speaking, the service asks that aggrieved consumers first speak to the business or organisation that they're unhappy with. The complainer should allow eight weeks for a resolution. After that, the Financial Ombudsman Service will step in a seek a resolution on the consumer's behalf. But remember; the job of the Financial Ombudsman Service isn't to simply bolster a complainer's argument and tell him/her that they're right. To reiterate, its role is to seek a solution, and that might not be the solution that the aggrieved consumer is after. As a result, whatever the ombudsman decides, the "losing" party is likely to be unhappy—except in the rarer cases where everyone is satisfied. As a general rule the Financial Ombudsman Service finds in favour of the complainant. But surprise decisions are common. So if a consumer takes a problem to this service, he or she needs to be prepared to accept the "verdict". The ombudsman has limited powers of redress, note, but it can order financial restitution, or a correction to a credit worthiness file, and it can certainly ask for an apology. Occasionally, a resolution is elevated to the law courts, and that can result in long, expensive and stressful litigation—which is invariably best avoided. Meanwhile, consumers who feel deeply unhappy about the Financial Ombudsman Service are at liberty to contact the overseeing Ombudsman Service. However, that often simply brings more "negative energy" to a dispute. That's not to say that aggrieved consumers should therefore immediately abandon any notion of challenging the decision of an insurance company. Far from it. But there is a point when consumers need to move on and write off issues. Does that answer your question? 
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