Dispute Resolution Process
If something hasn’t gone as expected, we want to hear about it. Our transparent, FCA-aligned complaints process is designed to resolve issues quickly and fairly.
We Listen, We Resolve, We Improve - Because You Matter
Mistakes happen - and we don’t hide from that. Whether it’s a delay, miscommunication, or an issue with repairs, we’re here to resolve your concerns fairly and transparently.
We take every complaint seriously - and use your feedback to improve our service.
What You Can Expect From Us
- FCA-regulated dispute process
- Formal 8-week resolution window
- Independent Expert inspection or survey if required
What Our Customers Say
Leak Tracers Direct has more positive reviews than any other leak tracing company. Take a look at our customer reviews page, or click on the logos below to see our reviews.
S. Charania - 27 Sep 2025 ★★★★★
Super Service
I am an overseas landlord. My tenant’s ceiling collapsed from a bath-mixer leak. APC ran the claim, arranged drying and full restoration, and managed it all while keeping me informed remotely. Couldn’t have done it without them.
Aziza - 13 Sep 2025 ★★★★★
Leak Found
Great company to know in a time of difficulty. When no one else could find the leak, they manage to find it in less than three hours.
Kavajer - 12 Sep 2025 ★★★★★
Excellent
The sudden appearance of ceiling stains was stressful. Leak traces identified the leak and produced a detailed report so the leak could be exposed and repaired. Then their claims team at allpropertyclaims worked with my insurer to approve and cover drying and reinstatement. The whole thing cost me nothing, and my home was back to normal quickly.
Robert Luke - 27 Aug 2025 ★★★★★
Extremely happy with leak tracers! And only wish I had found them sooner. They helped me find an impossible leak. I had first contacted 2 plumbers who tried to find the leak but were not able to. Having wasted money on these plumbers I was advised by my insurer to get a specialist leak detection company.
Amit Joshi - 27 June 2025 ★★★★★
Truth is, words cannot say just how brilliant a service that Tan and the super APC team provided from initial assessment to sterling completion. Indeed, Tan and the team assured supreme service, professionalism, guidance and support at every stage of my claim and that is exactly what they delivered
Ian Belnikoff - 31 March 2025 ★★★★★
Following the failure of three different plumbers to locate a leak in my bathroom, I made contact with Moez who arranged for an expert to visit my property with specialist detection equipment. The source of the leak was quickly found and a temporary repair effected which required the bathroom floor to be partially
Our Complaints & Disputes Process
Speak to your contact or claims manager
Submit a formal complaint by email or post
We review and respond (max eight weeks)
Complaints & Dispute Policy
Formal complaints will be acknowledged within 5 working days, and a fully resolved in closing within our FCA compliant 8-week resolution provision
FCA Regulation & Client Protection
Our FCA Authorisation
APC is authorised and regulated by the Financial Conduct Authority (FCA) under permission number 630201.
Our FCA permission includes “Assisting in the administration and performance of a contract of insurance”.
This means we are authorised to:
Present, negotiate, and settle claims on behalf of policyholders
Ensure insurers act fairly and in line with the insurance contract
Secure the correct settlement amount needed to restore your property to its pre-loss condition
Financial Services Compensation Scheme (FSCS)
The FSCS protects consumers if a financial firm fails. APC is covered by the FSCS.
Clients may be entitled to compensation if we do not meet obligations
Protection covers the first £2,000 of a claim's value, and 90% of the balance up to £85,000.
Financial Ombudsman Service (FOS)
If insurers fail to treat customers fairly, APC can escalate complaints to the Financial Ombudsman Service.
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:
Lloyds Bank GI ordered to increase settlement & pay compensation - Case outcome
Ageas ordered to contribute towards undamaged kitchen - Case outcome
Ageas ordered to cover undamaged flooring - Case outcome
AXA ordered to increase settlement & pay compensation - Case outcome
Frequent Asked Questions
We know insurance claims can feel overwhelming, especially if it’s your first time dealing with one. That’s why we’ve put together this FAQ section - to answer common questions related to water leak detection and disputes, explain the process in plain English, and show how our expertise makes the journey smoother and less stressful for you.
How do I submit a complaint?
You can raise a concern directly with your usual contact or claims manager. If you’d like to make a formal complaint, please email claims@allpropertyclaims.co.uk, or write to us at our registered office. We’ll acknowledge your complaint within 5 working days and begin our internal review process.
How long does it take to resolve a dispute?
We aim to resolve all complaints as quickly as possible. In line with FCA regulations, we’ll issue a final written response within 8 weeks of receiving your formal complaint. If more time is needed, we’ll explain why and update you on progress.
What if I’m still unhappy with the outcome?
If you remain dissatisfied after receiving our final response, or if 8 weeks have passed without resolution, you can refer your case to the Financial Ombudsman Service (FOS). The FOS is an independent and free service that helps consumers and businesses settle financial disputes fairly.
Do you involve the Financial Ombudsman?
Yes - where applicable, we may advise you to refer your case to the Financial Ombudsman Service.
We also cooperate directly with the FOS during their investigation to ensure your complaint is handled quickly and transparently.
Will making a complaint affect my insurance claim or future cover?
No - raising a complaint will not affect your existing or future insurance cover. Your right to complain is protected under FCA regulations, and we encourage open communication so we can continually improve our service.
Can someone else handle the complaint on my behalf?
Yes, you can authorise a representative, such as a family member, solicitor, or loss assessor, to communicate with us. We’ll just need confirmation of your consent in writing to protect your privacy and comply with data protection rules.
What Happens if You're Unhappy
If your concern is upheld, we may: