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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 4.05 / 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.

23rd September 2018

Watch out!

A couple of years ago we were checking through our joint account statement to see if me could make any economies, and noticed that my partner's car insurance with Direct Line was ludicrously high, over £600 per year. Mine with a different company was ...

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A couple of years ago we were checking through our joint account statement to see if me could make any economies, and noticed that my partner's car insurance with Direct Line was ludicrously high, over £600 per year. Mine with a different company was around £200, but my partner had just automatically renewed each year without checking the amount. He changed to another company that cost less than half for the same level of cover. I know insurance costs go up, but that's taking the mickey!

5th September 2018

Neither I nor my agent kept informed!

I bought Landlord insurance and paid the extra for Legal Expenses. My tenant defaulted on his rent payment, so I activated the legal department and informed them from an early stage that there may be problems. As the property is fully managed, I...

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I bought Landlord insurance and paid the extra for Legal Expenses. My tenant defaulted on his rent payment, so I activated the legal department and informed them from an early stage that there may be problems. As the property is fully managed, I nominated my "agent" to deal with matters on my behalf. Direct Line Legal are a firm called "DWF" based at Bristol; they have repeatedly failed to keep me or my agents informed of what is happening. Because my tenant is in the property but not paying me any money, this is resulting in considerable financial hardship not to mention worry and anxiety for myself! AVOID this firm if you feel you should be kept informed at the very least; and want everything to proceed at acceptable speed. NOT RECOMMENDED FOR LANDLORDS!

2nd September 2018

Hugely dissappinting

I thought direct line had great service which is how they justify their higher than normal prices. The person I spoke to to buy a policy sounded like her was getting p’d off at some of my questions. I just wanted to make sure I was covered. D...

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I thought direct line had great service which is how they justify their higher than normal prices. The person I spoke to to buy a policy sounded like her was getting p’d off at some of my questions. I just wanted to make sure I was covered. Disappointing.

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.

View all 328 reviews