Complain to Animal Friends
UK pet insurance provider
Pet-insuranceFree, and its decisions bind the firm.
Contact emails
info@animalfriends.co.uk
Customer Service
complaints@animalfriends.co.uk
Complaints
Common Animal Friends complaints
Claim Rejected
Insurer refusing to pay for treatment citing exclusions or pre-existing conditions
Underpaid Claim
Settlement lower than expected due to hidden inner limits or sub-limits
Excessive Premium Increase
Annual renewal price increased dramatically, especially as pet ages
Pre-existing Condition Dispute
Insurer linking unrelated conditions to deny coverage
This one needs a different route
Complaints about banks, lenders and insurers are regulated claims work. Handling them takes FCA authorisation, which we don’t have, so we don’t write them. That’s not us being careful with you - it’s the law about who’s allowed to do it.
Financial complaints go to the Financial Ombudsman
Complain to the bank, lender or insurer first - they have eight weeks to answer. If they say no, or say nothing, the Financial Ombudsman Service reviews it for free and its decisions are binding on the firm. That is a stronger route than anything we could write.
Animal Friends ombudsman & regulator routes
Which ombudsman handles Animal Friends complaints?
Financial Ombudsman Service. Once Animal Friends’s own complaints process is exhausted (after 8 weeks or a deadlock letter), you can take your complaint there for free. Go to the ombudsman. Read our Financial Ombudsman Service guide.
Can you complain to the FCA about Animal Friends?
Not for individual disputes: the FCA sets the rules for the sector but does not resolve personal complaints or award compensation. Complain to Animal Friends directly first and keep written records, then escalate to Financial Ombudsman Service if it stays unresolved after 8 weeks or you receive a deadlock or final-response letter. You can still report Animal Friends to the FCA to flag systemic problems, but that will not get your own money back.
Laws that protect you
Consumer Insurance Act 2012
Requires consumers to take reasonable care when providing information. Insurers can’t void policies for innocent mistakes.
FCA Insurance Conduct of Business
Rules for fair treatment, transparent communication, and prompt claims handling.
FCA Consumer Duty
Insurance firms must act in customers' best interests and avoid foreseeable harm.
Tips for Animal Friends complaints
- Read the policy document carefully - check for inner limits on specific treatments
- Declare everything when taking out the policy to avoid disputes later
- Keep all vet records and treatment history
- Check if your policy is 'lifetime' or 'per condition' - this affects long-term coverage
- The Financial Ombudsman handles pet insurance complaints for free
If Animal Friends doesn't respond
- 1
Claims Team
Allow 15 daysContact the insurer’s claims team for an explanation of the decision
- 2
Formal Complaint
Submit a formal complaint - insurers must acknowledge within 5 working days
- 3
- 4
Contact emails
info@animalfriends.co.uk
Customer Service
complaints@animalfriends.co.uk
Complaints
Expected response time
56 days
Pet insurers have 8 weeks to resolve complaints before the Financial Ombudsman can intervene.
Where this one goes
Complain to Animal Friends first. If they say no, or say nothing, the ombudsman reviews it for free.
Financial Ombudsman ServiceFree • Binding on the firm
Frequently asked questions
Tools & guides for your Animal Friends complaint
Free calculators and explainers that strengthen the case you make to Animal Friends.
- Insurance claim timeline trackerTrack your insurance claim deadlines and status.
- Consumer rights checkerFind the laws that back you up.
- Ombudsman finderBeing ignored? Here’s who to escalate to.
- Response deadline trackerTrack if a company exceeded their response time.
- Small claims calculatorCourt’s cheaper than you think.
- Klarna & Clearpay complaints: your new rights from 15 July 2026BNPL comes under FCA regulation on 15 July 2026: affordability checks, real support in hardship, and Financial Ombudsman escalation. What changes and how to use it.
- How to reclaim bank charges and overdraft feesWrongly applied fees, hardship charge spirals, and mis-sold packaged accounts are all reclaimable - free, without a claims company. Here’s the route that works in 2026.
- The Financial Ombudsman Just Changed: What the 10-Year Limit Means for YouMajor FOS reform introduces a 10-year complaint deadline, a revised 'fair and reasonable' test, and new FCA referral rules. If you have an old financial complaint, the clock is ticking.
- Insurance Claim Rejected? How to Fight Back and WinMany rejected insurance claims are overturned when challenged properly. Here’s how to get what you’re owed.
Not sure what the law actually entitles you to? Start with our UK consumer rights guide - refunds, faulty goods, and how to enforce your rights under the Consumer Rights Act 2015.
Other Pet-insurance companies
Ready to get results?
Put it to Animal Friends in writing first and give them eight weeks. If the answer is no, or there is no answer, the ombudsman takes it from there, for free, and what it decides binds them.
Free • No claims firm needed, and no fee to pay one
Work at Animal Friends? Reply to complaints here.
Don't let Animal Friends ignore you
A letter that cites the law, sets a deadline, and says what happens when it passes.
Financial Ombudsman ServiceDisclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Animal Friends or any of the companies listed on this site. Contact information is sourced from publicly available company websites. This page is for informational purposes only and does not constitute legal advice.
Last reviewed: by NoReply Editorial