Ombudsman vs Regulator
When you have a complaint, it can be unclear whether to contact an ombudsman or a regulator. They have different roles and different powers. This comparison explains when to use each.
| Feature | Ombudsman | Regulator |
|---|---|---|
| Primary role | Resolves individual disputes between consumers and organisations | Sets and enforces rules across an entire sector or industry |
| Who can complain | Individuals (and sometimes small businesses) with a specific unresolved complaint | Anyone can report, but it acts in the public interest, not on behalf of individuals |
| Outcome for you | Can order compensation, apologies, and remedial action for your case | May investigate and fine a company, but you may not receive compensation directly |
| Examples | Financial Ombudsman Service, Energy Ombudsman, Housing Ombudsman, PHSO | FCA, Ofgem, Ofcom, CQC, HMRC |
| Cost to use | Free for consumers | Free to report — no personal case management |
In many cases, you should report to both. Contact the ombudsman to resolve your individual complaint and report to the regulator if you believe the company is breaking rules that affect others.
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