Does the ABI help with customer complaints and if so, can it punish insurers who have treated their customers unfairly?

No. The Financial Conduct Authority (FCA) regulates the actions of insurance companies, not the ABI. The FCA can be contacted on 0800 111 6768.

If you have a complaint, you should first write to the insurance company concerned. If you are not satisfied with the company’s response, you may take your case to the independent complaints body for insurance, the Financial Ombudsman Service (FOS) to see if they can help. The FOS can be contacted on 0800 023 4567.