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Direct Line Complaints

At Smart Money People, we use the power of your reviews to help change financial services for the better. It can be extremely frustrating, and often expensive when things go wrong - whether it be car insurance, pet, life or home insurance from Direct...

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At Smart Money People, we use the power of your reviews to help change financial services for the better. It can be extremely frustrating, and often expensive when things go wrong - whether it be car insurance, pet, life or home insurance from Direct Line. When things don't go quite to plan, sometimes you have to escalate your dissatisfaction with a company. That's why we want to improve the way that companies deal with complaints from customers.

Read and write public complaints

Smart Money People was launched in 2014, and is dedicated to helping consumers get the inside track into the financial services industry. That’s why we’re now offering public complaints. With the help of your complaints we can help make the financial industry work better for everybody. Here’s how:

Voice your complaint in a public forum
Help others and drive real change
Have your complaint sent to Direct Line

We believe that your complaints can help other consumers get the inside track on what being a customer with Direct Line is really like. That’s why, by sharing your public complaint with us, you can start to help other consumers make better decisions today. You'll be helping us to drive real change by increasing trust and transparency in the financial services industry.

How do I make a Direct Line complaint?

We’ve got the simplest (and quickest) way to leave a public complaint. Once you’ve submitted your complaint, we’ll pass it to the complaints department at Direct Line. Your complaint will also be displayed publicly on Smart Money People, the UK's review and insight site for financial services, which will help others who might be having similar issues to yourself.

Direct Line currently has a score of 4.04 / 5 on Smart Money People.

Disagree with this rating? Your complaint will help to influence this rating, so let your voice be heard and share your experiences with everyone. It’s quick and easy to leave your Direct Line complaint below, and we’ll never pass on your details to anyone other than Direct Line.

Leave your complaint

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View more Direct Line complaints

See what other people like you have said about Direct Line.

3rd July 2018

Does your insurance company do that

Discovered a small leak that could be coming from a sink WC or one of 2 showers. Contacted direct line (to whom I pay almost £900 a year) and their advice employ a builder have him put 4 holes in the walls and the hole that relates to the leak they ...

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Discovered a small leak that could be coming from a sink WC or one of 2 showers. Contacted direct line (to whom I pay almost £900 a year) and their advice employ a builder have him put 4 holes in the walls and the hole that relates to the leak they will fix, the rest I have to pay for.

Thought as my insurer if I had an issue they would step in and fix it but apparently not.

Be aware. Not cheap but not good either.

13th April 2018

Avoid this company

Within the space of a year, I had 2 claims. One of these was at my mother’s the other was at my own house. Direct Line are the worst people you can ever deal with. They’ll take your money but they’ll NEVER pay out. You only get what you pay for. Pay mo...

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Within the space of a year, I had 2 claims. One of these was at my mother’s the other was at my own house. Direct Line are the worst people you can ever deal with. They’ll take your money but they’ll NEVER pay out. You only get what you pay for. Pay more - they say NFU Mutual are good but whatever you do, no matter how good their quote appears, avoid DL like the plague. Obstructive, labrythine and downright horrible is how I’d describe my overall experience with this company. Insure with anyone but not these.

13th April 2018

Avoid this company

Within the space of a year, I had 2 claims. One of these was at my mother’s the other was at my own house. Direct Line are the worst people you can ever deal with. They’ll take your money but they’ll NEVER pay out. You only get what you pay for. Pay mo...

Read more

Within the space of a year, I had 2 claims. One of these was at my mother’s the other was at my own house. Direct Line are the worst people you can ever deal with. They’ll take your money but they’ll NEVER pay out. You only get what you pay for. Pay more - they say NFU Mutual are good but whatever you do, no matter how good their quote appears, avoid DL like the plague. Obstructive, labrythine and downright horrible is how I’d describe my overall experience with this company. Insure with anyone but not these.

3rd April 2018

Rip off, Rude customer service staff to Repeat customers

Insured with Direct Line for many years. Changed car like for like - requested £61.60 extra - 3 different staff of which 2 Team Leaders could not justify what this increase was for. One said: 1. she thought it could be because it;s a new car or it ...

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Insured with Direct Line for many years. Changed car like for like - requested £61.60 extra - 3 different staff of which 2 Team Leaders could not justify what this increase was for. One said: 1. she thought it could be because it;s a new car or it could be because i'm not insured! Well dear, I change my car 29th March with complementary dealership insurance 5 days, in which time Direct Line were too busy to pick up the phone and change my car over. Today its not insured, Finally got through at lunch hour at work. The girl let's call her V,**** was totally ignorant and rude. C**** the Team Leader - Not much better said it could be because its high risk - but we don't have the break down why this is. 3rd person S**** - another team leader - was not sure either. They all sounded like robots reading off a script with no ability to actually answer a questions that they have been educated to answer. Well if you go to buy something you need to know what you are paying for right? So if Direct Line can't justify it - then you are scamming people. So looking to cancel all my policies with them and go elsewhere - time to shop around again. Stop those ridiculous expensive adverts and start taking care of your customer again like once upon a time you did. Gone to the dogs. I said I hope you recorded my calls - for your training purposes - they came across ridiculously lacking knowledge.
Apparently the Manager Nuesha / Nisha Osborne was too busy to speak to me. Its with the Ombudsman now - won't hold my breathe there either. Lets try Watchdog on TV then.

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