Pet Insurance FOS Complaint Data UK: Which Insurers Have Worst Records

Where the published complaint data actually comes from

Two regulators publish complaint information that bears on pet insurers. The first is the Financial Ombudsman Service, the independent body that settles disputes between consumers and financial firms. The second is the Financial Conduct Authority, which collects complaints returns directly from the firms it regulates. Neither produces a single ranked list of the "worst" pet insurers, but both let you build a picture of any named firm.

The FOS publishes a half-yearly dataset covering businesses that received 30 or more new complaints in the relevant six-month period. For each named business it shows the number of new complaints referred to the service and the proportion that were upheld in the consumer's favour. Because pet insurance sits within general insurance, you may need to look at the firm's overall general insurance figures as well as any product detail provided.

The FCA's complaints data is different in nature. Firms report the complaints they themselves received and closed, broken down by product category. This captures complaints that never reach the ombudsman, so it gives a broader view of volume, while the FOS data focuses on the disputes serious enough to be escalated.

What the uphold rate does and does not tell you

The most quoted figure is the uphold rate: the share of resolved complaints the ombudsman decided in the consumer's favour. A high uphold rate suggests that, of the cases escalated, the firm's original decisions were frequently found to be wrong or unfair. That is genuinely useful information about how a firm handles disputes.

However, the rate has limits. It is calculated only on complaints that reached the FOS, which is a small and self-selected slice of all policyholders. A firm with few complaints but a high uphold rate may simply have had a handful of bad decisions overturned. A large insurer with many policies will naturally generate more raw complaints without necessarily being worse per customer. Reading the uphold rate alongside the complaint volume, and alongside the size of the firm, is essential to avoid a misleading conclusion.

It is also worth remembering that the data is backward-looking and grouped. A firm can change its claims handling, and pet insurance figures can be folded into wider general insurance totals. Treat the numbers as a starting signal to investigate further, not a final verdict on any single insurer.

How to look up a specific pet insurer

To check a named insurer, start on the FOS website's data and insight section and open the latest half-yearly complaints data file. Search the dataset for the firm's registered name, which may differ from the brand on the policy, then note the new complaints figure and the uphold percentage. Compare those against other insurers in the same release rather than against an absolute benchmark.

Next, cross-reference with the FCA's complaints data, which is published on the FCA website and lets you see complaints per product group and, for larger firms, complaints relative to the number of policies in force. This relative measure is more meaningful than raw totals because it adjusts for firm size.

Finally, confirm the firm's regulatory status on the FCA Register. A pet insurer or the broker selling the policy should be authorised, and the Register also lists the permissions a firm holds. If a firm is not on the Register, that is a red flag in its own right.

• FOS dataset: new complaints volume and uphold rate by named business, half-yearly.
• FCA complaints return: complaints received and closed by product, including per-policy context for larger firms.
• FCA Register: authorisation status and permissions of the insurer or broker.

Using the data to judge a firm fairly

A balanced read combines three things: how many complaints a firm generates relative to its size, how often the ombudsman sides with consumers when those complaints escalate, and whether there is a consistent pattern across reporting periods. A single bad half-year is less telling than a sustained run of high uphold rates.

For pet insurance specifically, common complaint themes include declined claims over pre-existing conditions, disputes about chronic-condition cover under time-limited policies, and renewal pricing. If you know a particular insurer's claims wording is strict, a higher complaint level may reflect that wording rather than poor service. The data tells you where to look; the policy wording tells you why.

None of this replaces reading the policy itself. Two insurers with similar complaint records can offer very different cover, and a firm with a clean record can still sell a policy that excludes the very condition a pet later develops.

If your own complaint is not resolved

If a pet insurer declines a claim or handles a complaint poorly, the route is the same regardless of the firm's published record. Complain to the insurer first and ask for a final response in writing. If you are unhappy with that response, or the firm does not reply within eight weeks, you can refer the complaint to the Financial Ombudsman Service.

The FOS service is free for consumers. It will gather both sides, assess what is fair and reasonable, and can direct the firm to pay a claim, compensate for distress or correct its handling. If you accept the ombudsman's final decision, it is binding on the firm.

Keeping records helps: dates of contact, the policy wording relied on, veterinary invoices and the insurer's reasons for any decline all strengthen a referral. Your own experience, added to the published data, is part of how the system holds firms to account.

Frequently asked questions

Does the FOS publish a list of the worst pet insurers?

No. The FOS publishes half-yearly complaints data naming firms that received at least 30 new complaints, with volumes and uphold rates, but it does not rank firms as best or worst. You compare the named firms yourself using that data.

What is a pet insurance uphold rate?

It is the proportion of resolved complaints the ombudsman decided in the consumer's favour. A high rate suggests the firm's original decisions were often found unfair, but it only covers complaints that reached the FOS, not all customers.

Is the FCA complaints data different from the FOS data?

Yes. The FCA collects complaints that firms report receiving and closing by product category, capturing cases that never escalate. The FOS data covers only complaints referred to the ombudsman. Reading both gives a fuller picture.

How do I find a specific insurer's record?

Open the latest FOS half-yearly complaints dataset and search for the firm's registered name, then cross-check the FCA complaints return and confirm the firm on the FCA Register. Compare figures against other insurers in the same period.

Can I complain about my pet insurer to the ombudsman?

Yes, once the insurer has issued a final response or eight weeks have passed. The FOS service is free, will assess what is fair and reasonable, and its final decision is binding on the firm if you accept it.