Compare UK Complaint Routes

When a company will not put things right, the next step depends almost entirely on which sector it operates in. There is no single UK complaints body — instead there is a patchwork of ombudsman schemes, regulator-approved ADR providers and public-sector investigators, each with its own time limits, evidence expectations and powers to award money. This table compares the main routes so you can identify the right one first time, and see what each can realistically do for you before you spend weeks on the wrong door.

Tip: scroll the table sideways to see all columns →

Feature	Financial Ombudsman	Energy Ombudsman	Ofcom / ADR	PHSO
Sectors covered	Banks, insurers, lenders, financial advisers	Gas and electricity suppliers	Telecoms, broadband, postal services	NHS England, government departments
Free to use
Binding decision	Yes (if you accept)	Yes (if you accept)	Yes (via ADR scheme)	Recommendations only
Time limit to refer	6 months from final response	12 months from complaint	12 months via ADR	12 months from awareness
Deadlock letter needed	Or 8 weeks without response	Or 8 weeks without response	Or 8 weeks without response	Usually must exhaust NHS process first
Can award compensation	Up to £455,000	Up to £10,000	Varies by ADR scheme	Can recommend compensation
Typical decision timeframe	3–6 months (complex cases longer)	6–8 weeks after referral	4–8 weeks via ADR scheme	12–24 months for full investigation
Cost to complainant	Free	Free	Free via ADR scheme	Free

Always complain to the company first and allow them the required time to respond before escalating.

Choosing the right escalation route

The sector decides the route — you do not get to pick the body you think will be most sympathetic. A mis-sold loan, a rejected insurance claim or a bank error goes to the Financial Ombudsman. A billing dispute or a botched meter installation goes to the Energy Ombudsman. Broadband, mobile and postal problems go through the ADR scheme your provider belongs to, which you can check on the Ofcom website. Complaints about NHS care in England, or about a government department, go to the Parliamentary and Health Service Ombudsman.

Want your money back? The Financial and Energy Ombudsman schemes can order a firm to pay you, and the decision binds the firm once you accept it.
Want an explanation and an apology? The PHSO can investigate thoroughly but issues recommendations rather than binding orders.
Want the company punished? No ombudsman does that. Regulators such as Ofcom or Ofgem act on patterns of failure across many customers and will not resolve your individual case.

The most common wrong move is escalating too early. Every scheme in this table expects you to complain to the company first and either receive a final response or wait the stated period — usually eight weeks — before it will look at your case. Referring before that point simply gets your file closed and sent back, and the clock on your real deadline keeps running.

The second most common mistake is choosing the regulator instead of the ombudsman because the regulator sounds more powerful. Report to the regulator by all means, but do it alongside your ombudsman complaint, not instead of it.

Frequently asked questions

What is a deadlock letter and how do I get one?

A deadlock letter — often called a final response — is the company saying it has finished dealing with your complaint and will go no further. It is what most schemes need before they will accept a referral, and it should tell you which body to escalate to and by when. Ask for one in writing if you have not received it. If the company simply stops replying, you do not need one: once the scheme's waiting period has passed without a final response, you can refer the complaint anyway.

What happens if I miss the deadline to refer my complaint?

Each scheme has its own limit, shown in the table, and the clock usually starts from the company's final response rather than from when the problem happened. Missing it does not always end matters — schemes can accept late referrals where you were seriously ill, where the company failed to tell you about your escalation rights, or where its final response gave the wrong deadline. Explain the delay clearly when you refer. If the scheme still refuses, court remains an option within the usual limitation periods.

Can I still go to court if the ombudsman rejects my complaint?

Usually yes, because using an ombudsman is voluntary and you are not signing away your legal rights by trying it. The one thing to watch is acceptance: once you formally accept a binding ombudsman decision, that settles the dispute and you cannot then sue for the same loss. If you reject the decision instead, you keep your right to bring a claim. Bear in mind that court costs money and time, and limitation periods keep running while the ombudsman investigates.

Does using an ombudsman cost me anything?

No. Every scheme in this table is free to the person complaining — the cost is met by the industry or from public funds. You do not need a solicitor or a claims management company, and using one simply takes a share of any award you win. Schemes are designed for people to use unaided, and they will ask the company for its file rather than expecting you to prove everything yourself. Put your time into a clear timeline and your evidence instead.

Related guides

Financial Ombudsman Service: How to Complain

The Financial Ombudsman Service (FOS) is the UK's free, independent dispute resolution service for complaints about financial products and services. It handles over 200,000 complaints a year covering everything from bank charges and payment protection insurance to insurance claim rejections and mortgage disputes.

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Energy Complaints and the Energy Ombudsman

If you have a problem with your energy supplier — overcharging, billing errors, poor service, or a disputed meter reading — you have the right to complain and, if necessary, escalate to the Energy Ombudsman. The process is free and the ombudsman's decisions are binding on your supplier.

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Telecoms and Broadband Complaints

Problems with broadband, mobile phones, and landlines are among the most common consumer complaints in the UK. Ofcom requires all telecoms providers to belong to an approved alternative dispute resolution (ADR) scheme, giving you a free independent route to resolve unresolved complaints.

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NHS Complaints: Which Route and Who to Complain To

The hardest part of a serious NHS concern is not writing it up — it is working out where to send it. A complaint, a clinical negligence claim, a fitness-to-practise referral, a CQC report and an inquest are five different processes with different deadlines and different remedies, and choosing wrongly can cost you the one that mattered. This guide is about that choice. For a step-by-step walkthrough of making the complaint itself, see <a href="/health-nhs/nhs-complaints-procedure">how to complain about NHS treatment</a>.

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Disclaimer

The information on this page was correct at the time of writing. Amounts, thresholds, and rules may change. Always check the latest official guidance.