Use this guide when you have already complained to a business and it has refused, ignored you or offered something you think is unfair. Have your complaint letters, the business's replies and any final response letter ready.
Step by step
Complete the firm's complaints process
Ombudsmen and ADR schemes usually only take a case once the business has had a fair chance to put things right. Ask the business for its formal complaints procedure and a final response letter. If it does not respond within a set period, you can usually escalate anyway; the scheme's rules say how long you must wait.
Identify the right scheme
Many sectors have a dedicated ombudsman, such as the Financial Ombudsman Service, the Energy Ombudsman, the Rail Ombudsman or the ombudsman covering phone and broadband. Other traders may belong to a voluntary ADR scheme, which should be named in their terms or complaint response. Citizens Advice can help you identify which applies.
Check time limits and eligibility
Each scheme has its own time limits, often counted from the business's final response. Check the scheme's rules before you start so you do not miss the window. Ombudsman services for consumers are normally free to use.
Build a short case file
Write a one-page timeline with dates, what went wrong and what you have already asked for. Attach key evidence such as receipts, contracts, photos and all correspondence. Keep your tone factual and avoid long emotional descriptions.
State the outcome you want
Say clearly what would put things right, such as a refund, a repair, an apology or a correction to your account. Be reasonable and explain why the outcome is fair. The ombudsman will decide based on what is fair in the circumstances.
Submit and respond promptly
Submit the complaint using the scheme's form and save the reference number. Reply quickly if the case handler asks for more information. When you receive a decision, read it carefully, as accepting it may affect your ability to take the matter to court.
Ready-to-use checklist
- Original complaint and all replies
- Final response letter or proof of no reply
- Correct ombudsman or ADR scheme identified
- Time limit checked
- One-page timeline written
- Evidence gathered and labelled
- Desired outcome stated clearly
- Reference number saved
Practical tips
- Number your evidence files and refer to them by number in your timeline so the case handler can follow easily.
- Keep copies of everything you send, as you may need to refer back to it months later.
- If you are unsure whether to accept an offer, ask Citizens Advice before responding.
Common problems
The business is not a member of any scheme.
You may still be able to report the business to Trading Standards through Citizens Advice. For smaller claims, the small claims process in the county court is another option, so get advice before starting it.
The ombudsman says my complaint is out of time.
Ask whether there are exceptional circumstances that allow late complaints and explain any reasons for the delay. If not, get advice from Citizens Advice about other routes.
I disagree with the ombudsman's decision.
Most schemes allow you to ask for a review by a senior ombudsman if you have new evidence or think something was missed. Check the scheme's rules for how and when to request this.