By Chandraketu Tripathi | Updated June 2026 | Source: FCA H2 2025 firm-level complaints data
FCA Data Analysis - H2 2025 (Jul-Dec 2025)
88,851 home insurance complaints were opened in H2 2025 across the UK market. This page publishes the FCA firm-level complaints data for 14 major home insurers -- the number of complaints each insurer received and the percentage upheld in the consumer's favour. Source: FCA firm-level complaints data 2025 H2, published May 2026. Open Government Licence.
| Market total H2 2025 88,851 home insurance complaints | FCA data published May 2026 H2 2025 (Jul-Dec 2025) | Licence Open Govt Free to reuse with attribution |
Home Insurance Complaints by Insurer -- FCA H2 2025 Data
How to read the upheld rate
The FCA upheld rate is the percentage of resolved complaints where the insurer was found to have acted incorrectly and was required to put things right. A higher upheld rate is worse for the insurer -- it means a higher proportion of complaints brought against them were justified. A lower upheld rate means fewer complaints were upheld in the consumer's favour. NFU Mutual, Hiscox and John Lewis are not published because they received fewer than 500 insurance complaints in the period -- this is itself a positive signal about complaint volumes.
| Insurer | FCA reporting entity | Complaints opened H2 2025 |
FCA upheld rate higher = worse for insurer |
|---|---|---|---|
| Admiral Joint reporter for Admiral Group |
EUI Limited (Admiral Group) | 60,221 | 63.9% |
| Aviva | Aviva Insurance Limited | 49,795 | 56.3% |
| Direct Line Also covers Churchill brand |
U K Insurance Limited (Direct Line Group) | 37,282 | 67.4% |
| Hastings Direct Joint reporter |
Hastings Insurance Services Limited | 19,781 | 52.0% |
| LV= Note: LV= now part of Allianz Group |
Liverpool Victoria Insurance Company Limited | 12,025 | 55.9% |
| esure | esure Insurance Limited | 11,352 | 70.2% |
| Ageas / Saga Ageas underwrites Saga home insurance |
Ageas Insurance Limited | 4,403 | 54.2% |
| Policy Expert | Qmetric Group Limited | 3,696 | 36.8% |
| Lloyds / Halifax Covers Lloyds Bank and Halifax home insurance |
Lloyds Bank General Insurance Ltd | 5,683 | 78.2% |
| Homeprotect Avantia underwrites Homeprotect |
Avantia Insurance Limited | 1,100 | 38.9% |
| Saga (Acromas) Different reporting period: Feb-Jul 2025 |
Acromas Insurance Company Limited | 1,840 | 49.8% |
| Sainsbury's Reporting period Mar-Aug 2025 |
Sainsbury's Bank Plc | 494 | 45.2% |
| NFU Mutual Below FCA 500-complaint threshold |
Not published | - | - |
| Hiscox Below FCA 500-complaint threshold |
Not published | - | - |
| John Lewis Below FCA 500-complaint threshold |
Not published | - | - |
| Post Office Below FCA 500-complaint threshold |
Not published | - | - |
Source: FCA firm-level complaints data H2 2025 (Jul-Dec 2025), published May 2026. Open Government Licence. Firms reporting fewer than 500 complaints in the period are not published by the FCA. Upheld rate = percentage of resolved complaints found in the consumer's favour. A higher upheld rate means the FCA found more complaints justified -- not that more complaints were made.
Download the original FCA data at fca.org.uk/data/complaints-data/firm-level
How to Read the Data
The FCA complaints data shows complaints received by insurers directly -- not complaints escalated to the Financial Ombudsman Service. A complaint is recorded when a customer formally raises a grievance with their insurer. The upheld rate reflects how the insurer resolved those complaints: a high upheld rate means the insurer acknowledged it was at fault in a large proportion of cases. Admiral and Aviva have high complaint volumes because they have large market share -- absolute numbers alone do not indicate poor service relative to the size of the customer base.
UK Home Insurance Complaints Trend 2021-2025
The FCA aggregate data shows the total number of home insurance complaints across the entire UK market, published every six months. The trend shows complaints peaked in H1 2024 at 100,431 and have been falling since, with H2 2025 at 88,851 -- the lowest level since 2022.
| Period | UK home insurance complaints opened | |
|---|---|---|
| 2021 H1 | 90,431 | |
| 2021 H2 | 86,501 | |
| 2022 H1 | 94,638 | |
| 2022 H2 | 86,259 | |
| 2023 H1 | 92,677 | |
| 2023 H2 | 91,978 | |
| 2024 H1 | 100,431 | |
| 2024 H2 | 91,892 | |
| 2025 H1 | 94,186 | |
| 2025 H2 (latest) | 88,851 |
Source: FCA aggregate complaints data 2021-2025. Property insurance product group = buildings and contents insurance. Open Government Licence.
Frequently Asked Questions
What does the FCA home insurance complaints data show?
The FCA publishes firm-level complaints data every six months for all financial services firms receiving 500 or more complaints in the period. For home insurance (reported under property insurance in the Insurance and pure protection product group), the H2 2025 data covers July to December 2025. It shows the number of complaints each insurer received and the percentage upheld in the consumer's favour -- meaning the FCA found the complaint justified and required the insurer to put things right.
Which home insurer received the most complaints in H2 2025?
EUI Limited, the joint FCA reporting entity for Admiral Group, received 60,221 insurance complaints in H2 2025 -- the highest of any home insurer in the dataset. This reflects Admiral's large market share across car, home and travel insurance, as EUI reports jointly for the group. Aviva Insurance Limited received 49,795 complaints, and U K Insurance Limited (Direct Line Group, which covers both Direct Line and Churchill) received 37,282.
What does the FCA upheld rate mean for home insurance?
The upheld rate is the percentage of resolved complaints where the FCA found in the consumer's favour and required the insurer to pay redress or correct its behaviour. Lloyds Bank General Insurance had the highest upheld rate at 78.2% -- meaning nearly four in five complaints escalated against it were found justified. Policy Expert (Qmetric Group) had the lowest upheld rate at 36.8% -- meaning fewer than four in ten escalated complaints were upheld.
Why are NFU Mutual and Hiscox not in the FCA data?
The FCA only publishes firm-level complaints data for firms receiving 500 or more insurance complaints in a six-month period. NFU Mutual and Hiscox both fall below this threshold, which is itself a positive indicator -- it means very few policyholders needed to escalate complaints against them to the FCA. NFU Mutual's agent-only model and lower complaint ratio is consistent with its positioning as a premium mutual insurer.
How often is the FCA complaints data updated?
The FCA publishes firm-level complaints data every six months, covering January to June (H1) and July to December (H2). H2 2025 data was published in May 2026. H1 2026 data covering January to June 2026 is expected in October or November 2026. Kaeltripton updates this page within 30 days of each FCA publication.
Sources
- FCA -- Firm specific complaints data 2025 H2
- FCA -- Aggregate complaints data 2025 H2
- FCA -- Complaints data overview
- Open Government Licence v3.0
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