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...

Read Full Description

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 3.99 / 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

Poor customer experienceRoom for improvement...Good customer experienceGreat customer experienceAmazing customer experience!
Not recommendedNot recommendedHmmm...Hmmm...Not lovedNot lovedMight recommendMight recommendYep, recommendedYep, recommended

View more Direct Line complaints

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

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...

Read more

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...

Read more

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.

29th March 2019

Bud company

I had 3 cars policies and 1 van policy with them. After 3 years always paid, i had been a financial difficulty and I missed 2 payments and they have cancelled all my policies putting myself in a trouble. That's so creepy. Avoid this company

29th March 2019

Creepy

I had 3 cars policies and 1 van policy with them. After 3 years always paid, i had been a financial difficulty and I missed 2 payments and they have cancelled all my policies putting myself in a trouble. That's so creepy. Avoid this company

20th February 2019

Avoid avoid avoid

AVOID AVOID AVOID !!!...

Read more

AVOID AVOID AVOID !!!
I put in a claim for a leak in a bathroom . Direct line rejected it by a outsourcing company called SEDWICKS . They used a loss adjuster . He said the leak was there before you bought the place so we won’t pay you and you have to get in touch with previous owner who lives in Singapore and ask for him to put in a claim with his insurance lol very bizarre.
So sedgwicks so called leak expect with 30 years of experience who looks like 20 (by the way he has no damp experience or leak) said direct line don’t have to pay you as it says in the terms and condition and if you go to court I will lose . SO READ THE 100 PAGE TNCs before you sign up to direct line landlord insurance . Worse experience I had considering I’m a new landlord from start to finish . I even got integrated on the phone . “ but you said he when it was a she “ so I must have forgotten I spoke to a female or male . SHOCKING service considering how much I pay . I’m 32 I only made one claim in my life . I got home insurance with them which I will cancel at some point and my landlord insurance but my tenants deciding not to pay so I will have to make another claim with directline as I’m not doing the bathroom as I can’t afford it. I’m sure they will come out with another excuse . So my question is to everyone . When you buy a place would you check underneath the tiles and floorboards and rip everything out before buying ?? Who does that ? No sign of mould or damp when I bought the place . This gives insurance a bad name and I hope the government do more in situations like this .

View all 341 reviews