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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.

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View more Direct Line complaints

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

25th November 2019

Read The Small Print Carefully - Buyer Beware

I have Land Lords Insurance with Direct Line and my tenants had a problem whilst I was away on holiday and so they contacted the local Register Safe Gas plumber that services and repairs the property. The heating system had failed and the plumber had...

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I have Land Lords Insurance with Direct Line and my tenants had a problem whilst I was away on holiday and so they contacted the local Register Safe Gas plumber that services and repairs the property. The heating system had failed and the plumber had to locate the problem - the plumbers had to check all the heating pipes for leaks and this meant lifting floors and replacing tanks and equipment a process of elimination - eventually the plumber found that a coil inside a tank had failed - anyway I reported the problem to Direct Line in arriving back and they said to contact them again once the work has been completed. A few weeks later the invoice arrived and I rang Direct Line - their response was that they will pay for any secondary water damage but locating and fixing the leak wasn’t covered. The fact that my tenant managed to quickly locate the local plumber prevented the damage. I asked them about the advert on tv showing Direct Line coming to the rescue of a Landlord was intact he had the upgraded 5 star cover and not the standard cover they had provided to me. So be warned - Read you renewal carefully Direct Line only under certain conditions cover plumbing emergency breakdowns. We won’t be renewing the insurance cover in this or any other properties we have.
David Netherway

31st August 2019

Avoid this company

Refused to pay out on storm damage to new build house initially claiming that there had been no storm, then when I proved their had been stated that the damage was a 'maintenance issue' with the roof. In any other type of business this would be...

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Refused to pay out on storm damage to new build house initially claiming that there had been no storm, then when I proved their had been stated that the damage was a 'maintenance issue' with the roof. In any other type of business this would be fraud, but apparently it's ok because it's an insurance company.

23rd July 2019

Not reliable

Quoted a price - I saved it, and their system lost it. Re-quoted exactly the same data - 20% more expensive. Rang the up to be told that happens all the time. If you can't trust them to quote properly, what chance of getting a claim dealt with?

4th June 2019

Disgraceful. Avoid at all costs.

Shocking. Lazy. Incompetent. I was rammed from behind by a maniac overtaking me on a narrow country road at night before a 90-degree bend. The 3rd party apologised & admitted responsibility at the time. He'd previously written off another car in a...

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Shocking. Lazy. Incompetent. I was rammed from behind by a maniac overtaking me on a narrow country road at night before a 90-degree bend. The 3rd party apologised & admitted responsibility at the time. He'd previously written off another car in a similar way. And yet Direct Line would not fight my corner. They held me responsible, & were lethargic & patronising in their response. I'd previously not had an insurance claim entered against me in 32 years of driving. I strongly advise everyone to avoid this wretched company. Their motor policies might be cheap, but there's a reason for this. They will abandon & betray their customers at the slightest opportunity. And you can forget any notion of accountability.

19th April 2019

Avoid Direct Line Insurance

Avoid Direct LIne Travel Insurance - there is a reason Direct Line travel insurance premiums are low - when it comes to making a claim they try every way possible not to pay by interpreting policy terms to suit a way of them avoiding payment - even...

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Avoid Direct LIne Travel Insurance - there is a reason Direct Line travel insurance premiums are low - when it comes to making a claim they try every way possible not to pay by interpreting policy terms to suit a way of them avoiding payment - even though they are not legally correct you are fighting a large company with robots ticking boxes so will end up having to go to Ombudsman to get payment. They don't call back when they promise to and always get different person on phone. Quick and ok to take your money but very very stressful to deal with if making a claim. Avoid Direct LIne and pay a bit more and go to a reputable company.

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