Make a complaint
When a decision is not right, or the handling of it was not right, the complaints team looks at it again.
How a complaint is handled
A complaint can be about a decision on a claim, about the way a claim was handled, or about the way you were treated.
Tell us what went wrong in your own words. A complaint does not have to be long, and it does not have to be written in legal language.
The complaint is read by someone who did not take the decision it is about. Kustwal confirms receipt, and the reply goes by email to the address you write from.
Official procedure contract
Complaint about a rejected home insurance claim
A complaint about a rejected home insurance claim, or about the way that claim was handled.
Version: 1.2Effective date: 2026-06-01
Read the procedure contractWhere a complaint goes
Complaints mailbox
complaints@kustwal.example
Complaints reach the complaints team at this address. Put your policy reference at the top of the message.
A complaint can also be sent by post, to the address on the contact page.
After a complaint reaches us
Receipt is confirmed in writing. If something in the complaint is not clear, or a document is missing, the complaints team comes back to you with a question.
The reply sets out what was looked at, and what the outcome of the complaint is.