Direct Line Complaints
Direct Line receives more complaints than most insurers.
What customers experience
Direct Line received 87,727 complaints in the 2025-01-01 to 2025-06-30 reporting period -- that is roughly 5.1 complaints per 1,000 policies, which is below the sector average of 436.9. Compared to other insurers, Direct Line receives fewer complaints per customer.
Total Complaints
87,727
In 2025-01-01 to 2025-06-30
Rate (per 1,000 policies)
5.1 →
Sector Average
436.9
per 1,000 policies
Complaints by Product
| Product ↕ | Complaints ↕ | Share |
|---|---|---|
| Insurance & pure protection | 87,308 | 99.5% |
How does Direct Line compare?
Complaint rate per 1,000 policies
How to Complain About Direct Line
Complaints Contact Details
Phone
0345 246 8704Post
Direct Line Complaints, Churchill Court, Westmoreland Road, Bromley, BR1 1DP
Online Form
Submit complaint online →Steps to Escalate Your Complaint
Contact Direct Line complaints team
Call 0345 246 8704 or submit a complaint through the website. Direct Line will acknowledge your complaint and investigate.
Wait for a final response or request a deadlock letter
Direct Line has 8 weeks to resolve your complaint. If they issue a final response you disagree with, or the deadline passes, you can escalate.
Escalate to the Financial Ombudsman Service
If your complaint is unresolved after 8 weeks, or you have a final response letter, contact the Financial Ombudsman at financial-ombudsman.org.uk or call 0800 023 4567.
Need to write a complaint letter?
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Direct Line must respond to your complaint within 8 weeks. If they don't resolve it, you can escalate to the Financial Ombudsman Service.
Bottom Line
Direct Line receives more complaints than most insurers, which is worth knowing if you are thinking about switching. Existing customers who have had problems should know that the data backs up their experience -- you are not being unreasonable. Consider using our complaint letter generator below.
About This Data
Data sourced from official UK regulators for the period 2025-01-01 to 2025-06-30. Complaint rates are calculated per 1,000 policies. Ombudsman uphold rate from the Financial Ombudsman Service. Full methodology