Dispute resolutions.
If things don’t go as planned, we encourage you to let us know. Our FCA-aligned complaints process is transparent and focused on fair, timely resolution.
We listen, we act, we improve.
Things don’t always go perfectly and when they don’t, we address them openly. Whether it’s a delay, a misunderstanding, or a concern around restoration works, we’re committed to handling your complaint fairly and with transparency.
Every concern is reviewed carefully, and your feedback helps us strengthen how we operate.
What you can expect from us:
- An FCA-aligned complaints and dispute process
- A formal resolution timeframe of up to 8 weeks
- An independent expert inspection or survey where appropriate
We’re committed to resolving concerns fairly and restoring confidence at every step.
Our complaints process.
Speak to your usual contact or claims representative.
Submit a formal complaint by email or post if needed.
We investigate and provide a final response within eight weeks.
Complaints & dispute policy
Formal complaints will be acknowledged within 5 working days, and fully resolved in closing within our FCA compliant 8-week resolution provision.
Protecting our clients.
Allpropertyclaims Limited operates as an FCA-authorised and regulated firm, holding permission number 630201. This authorisation covers assisting in the administration and performance of contracts of insurance.
As part of this permission, APC is able to:
- Act on behalf of policyholders when presenting, negotiating, and agreeing insurance claims
- Support fair insurer conduct in accordance with the terms of the insurance policy
- Help achieve an appropriate settlement value to allow properties to be reinstated to their pre-incident condition
This expertise helps reduce disputes and avoid delays caused by unclear or misclassified claims.
Financial services compensation scheme (FSCS).
Clients may be eligible for compensation where obligations are not fulfilledThe FSCS provides protection to consumers if a regulated financial firm is unable to meet its obligations. APC falls within the scope of FSCS cover.
- Compensation may apply
- Cover includes the first £2,000 of a claim, plus 90% of the remaining amount up to £85,000
Financial ombudsman service (FOS)
Where an insurer does not treat a customer fairly, APC is able to escalate the matter to the Financial Ombudsman Service for independent review.
- ICOBS Rule 8.1 requires insurers to handle claims “Promptly and Fairly”
- Where this does not happen, APC acts on behalf of clients to secure fairer outcomes
Examples of successful outcomes we secured through FOS:
What happens is you are still unhappy?
If your complaint is upheld, we may:
- Arrange appropriate remedial work
- Offer a cash settlement based on an independent surveyor’s assessment
- Help you escalate your case to the Financial Ombudsman Service
Visit the Financial Ombudsman Service
What our clients say.
We pride ourselves on providing exceptional service, and the feedback from our clients speaks for itself. Here, you can read about the experiences of those who have trusted us with their water damage repairs.
Customer review by Mike Sohn left on 27 Jan 2026
PositionReally appreciated their 24 hour service. Had a burst pipe in the flat and called late at night. Helpful person took notes and got a call back early next morning with somebody sent out later that morning to come and look. Tom came on sight to survey and was just so clear and helpful explaining all the various options we had and how they could help. He went above and beyond in explaining ...★★★★★
Customer review by Lin left on 30 Dec 2025
PositionThe process from beginning to end went extremely smooth thanks to Steve and his team. Their communication is excellent, proactive and helpful.The job was carried out with quality & speed, the result looks fantastic! Very grateful for their repair work. Thank you Steve and team for being so trustworthy. Appreciate you all!★★★★★
Customer review by Carole M left on 24 Aug 2025
PositionDefinitely no hard sell with these good people. I didn’t really know who I should be approaching with my problem, but the very knowledgeable gentleman was able to put me in touch with people who would be able to help. The help I got down the line was first class and am now in a position to get my problem resolved. Such a joy receiving such helpful advice from Water Damage Repairs. Thank you. ★★★★★
Customer review by Mikhel P left on 27 Oct 2025
PositionThe claim process was made simple and all works was sorted.There were some delays but it all came together at the end. Tom who was the PM was helpful, made the process easier.★★★★★
Customer review by Sylvia K left on 17 Jul 2025
PositionWe were pleasantly surprised by how smoothly everything was managed and executed from start to finish. The team took the time to clearly explain each step of the process and maintained full transparency throughout. Dimitru and his team did an excellent job repairing our water damage with great attention to detail, and impressively fast! We always felt well-informed and in good hands. Highly recommended! ★★★★★
Customer review by Gareth L left on 2 Jul 2025
PositionFor us this was a crisis of life challenging proportions. For Allproperty Claims it was a routine job, no drama at all. We left everything to their specialist team. Job done. ★★★★★
FAQs
Here are answers to some of the questions we’re most often asked about escape of water insurance claims and water damage repairs. If you don’t see what you need, please don’t hesitate to contact us.
How can I make a complaint?
You can raise any concerns with your usual contact or claims representative in the first instance. To submit a formal complaint, please email claims@allpropertyclaims.co.uk
or write to our registered office. We will confirm receipt within five working days and begin reviewing your case.
How long will a complaint take to resolve?
We work to resolve complaints as quickly as possible. In line with FCA requirements, a final written response will be issued within eight weeks of receiving your formal complaint. If additional time is required, we will keep you informed and explain the reasons.
What happens if I’m not happy with the final decision?
If you remain dissatisfied after our final response, or if eight weeks pass without a resolution, you can refer the matter to the Financial Ombudsman Service (FOS). This is a free and independent service that helps resolve financial disputes fairly.
Will the Financial Ombudsman Service be involved?
Where appropriate, we may suggest that you contact the Financial Ombudsman Service. We also work closely with the FOS during any investigation to support a clear and transparent review of your complaint.
Will making a complaint affect my insurance or claim?
No. Submitting a complaint will not impact your current claim or future insurance cover. Your right to raise concerns is protected under FCA rules, and we welcome feedback to help improve our service.
Can someone complain on my behalf?
Yes. You can appoint a representative, such as a family member, solicitor, or loss assessor, to act for you. We simply require written confirmation of your permission to ensure your information is handled securely and in line with data protection regulations.
Still have a concern? We're here to listen.
If something hasn’t gone as expected, speak to our team and we’ll explain the next steps clearly and fairly.