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

home emergency cover is awful

I have direct line home insurance plus home emergency cover. The plumbing engineer they sent out was useless. I had a leak and he didn't do a thing, until I made suggestion how to stop the leak. He kept trying to tele to use a particular private... Read more

I have direct line home insurance plus home emergency cover. The plumbing engineer they sent out was useless. I had a leak and he didn't do a thing, until I made suggestion how to stop the leak. He kept trying to tele to use a particular private company to do a powderflush which in my opinion was fishy and had nothing to do with the leak. On a second occasion, my central heating failed in mid winter and he blamed everything on my not doing the private powder flush he was banging on about and blamed everything on me and did nothing to help. The manager at home emergency blamed me and left me freezing without help, when it was impossible to empty a private plumber as they were all busy for weeks. I TOTALLY WILL NOT BUY DIRECTLINE HOME INSURANCE AND CERTAINLY DO NOT RECOMMEND ANYONE BUYING THEIR HOME EMERGENCY package. its a waste of money and waste of time. DO NOT BUY HOME EMERGENCY COVER FROM DIRCTLINE.

Reviewed on 13th January 2022
angry customer's avatar
angry customer

I was treated absolutely DISGUSTING by a complaints manager

I was treated absolutely DISGUSTING by a complaints manager. I’d been lied to by various members of the claims team about why they weren’t giving a like for like car whilst mine was in for repair, as they did in the simmer with another non-fault acc... Read more

I was treated absolutely DISGUSTING by a complaints manager. I’d been lied to by various members of the claims team about why they weren’t giving a like for like car whilst mine was in for repair, as they did in the simmer with another non-fault accident I was expecting some common courtesy and empathy. NO NOT THIS ONE, HE SPOKE TO ME LIKE SOMETHING FROM UNDER HIS SHOE & SAID HE WASN’T UPHOLDING MY COMPLAINT. I couldn’t believe how I was treated, after a week of no end of stress with being told different stories by various claims handlers. I’m
now having to go to the Ombudsman.

Reviewed on 14th December 2021
Janine Horsfield's avatar
Janine Horsfield

Awful

Had a loft flood- and called home emergency- no one came - all day! And getting any one to fix or help with the damage is almost a sporting joke!!!! A total waste of money and time

Reviewed on 25th November 2021
Claire Morris's avatar
Claire Morris

Had a bad experience with directline

I had a car accident in Glasgow 300 miles away from home at 3pm on Saturday I parked the car up in a safe place. Then rang directline to report the accident. At 4pm what the lady forgot to mention was directline closes at 5pm so I was left to spend... Read more

I had a car accident in Glasgow 300 miles away from home at 3pm on Saturday I parked the car up in a safe place. Then rang directline to report the accident. At 4pm what the lady forgot to mention was directline closes at 5pm so I was left to spend the night in a bus shelter. Due to the fact they recovered my car. With all my stuff in it. I managed to get a hire car with out directline help.
Thats when the real problem started I had a call from the engineer. From minute get go felt like I was dealing with a dodgy car trader. He offered me penny's on the pound for the car telling me how its old and now worth anything . Basically forcing me to except his offer. Only for me to find out the car was worth over 3000 and I got 2300 what a joke after complaining they offered me 2650 can not believe how they have ripped me off Basically told me to take it. In the most rudest manner. Would not recommend. Okay to take are money for years. Only to show there true colour when you need them. Zero stars will not be renewing.

Reviewed on 16th November 2021
Fa Afs's avatar
Fa Afs

Useless

Blocked drains kept waiting 4 hours no toilets water then plumber arrived couldnt sort now 5pm firm from Manchester (80 miles) hadnt arrived by 8pm. No toilet or anything.

Reviewed on 6th November 2021
Gw's avatar
Gw

Appalling

2 months ago I made a claim. they accepted it and said they would organise the repair. Nothing has happened. I reach out to them each day asking for status on the builder. Nobody responds. I am in contact with the Group CEO (Penny James) but she... Read more

2 months ago I made a claim. they accepted it and said they would organise the repair. Nothing has happened. I reach out to them each day asking for status on the builder. Nobody responds. I am in contact with the Group CEO (Penny James) but she simply passes to someone else. The company is a shambles. So different from the advertisements. Appalling customer service. Avoid

Reviewed on 13th September 2021
Chris Barraclough's avatar
Chris Barraclough
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