Know your rights when things go wrong and how to escalate effectively

From a faulty boiler to an NHS mis-diagnosis, every consumer and citizen in the UK has the right to complain and — where internal processes fail — to escalate to an independent ombudsman or regulator. This hub walks you through the complaint process for every major sector, from energy and financial services to local government and the NHS.

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How to Write an Effective Complaint

Structure your complaint clearly, set out what you want, and keep the paper trail that wins cases.

Financial Ombudsman Service

Complain about banks, insurers, lenders, and financial advisers after internal processes fail.

Energy Ombudsman

Escalate unresolved disputes with gas or electricity suppliers and network operators.

NHS Complaints Procedure

How to raise a formal complaint about NHS treatment, care, or a GP practice in England.

Parliamentary & Health Service Ombudsman

The final escalation route for complaints about the NHS and UK government bodies.

Local Council Complaints

How to complain about a council decision and when to involve the Local Government Ombudsman.

Step-by-step guides

Follow a guided process from start to finish for common situations.

I Want to Complain About My Energy Supplier

5 steps

I Want to Complain About My Bank

5 steps

Compare your options

Compare UK Complaint RoutesOmbudsman vs Regulator

Prepare with a checklist

Complaint Evidence ChecklistComplaint Escalation Checklist

All guides in this section

How to Write an Effective Complaint

Structure your complaint clearly, set out what you want, and keep the paper trail that wins cases.

Financial Ombudsman Service

Complain about banks, insurers, lenders, and financial advisers after internal processes fail.

Energy Ombudsman

Escalate unresolved disputes with gas or electricity suppliers and network operators.

NHS Complaints Procedure

How to raise a formal complaint about NHS treatment, care, or a GP practice in England.

Parliamentary & Health Service Ombudsman

The final escalation route for complaints about the NHS and UK government bodies.

Local Council Complaints

How to complain about a council decision and when to involve the Local Government Ombudsman.

Telecoms & Broadband Complaints

Complaining about broadband, mobile, or landline services and reaching Ombudsman Services or CISAS.

Housing Ombudsman

Resolve disputes with social landlords, housing associations, and councils about repairs or service.

Legal Ombudsman

Complain about a solicitor, barrister, or other legal professional and seek redress.

Small Claims Court

Taking a business or individual to the small claims track in the County Court for amounts up to £10,000.

Trading Standards & Consumer Rights

Your rights under the Consumer Rights Act and how Trading Standards investigates businesses.

Chargeback and Section 75 Claims

How to recover money for faulty goods or services via your bank card issuer.

Insurance Complaints

How to complain about an insurer and escalate to the Financial Ombudsman Service if unresolved.

Travel Complaints

Your rights when flights are delayed, holidays go wrong, or travel companies fail to deliver.

Education Complaints

How to complain about a school, academy, college, or university and the escalation routes available.

Parking Complaints & Appeals

How to appeal a parking penalty charge notice from a council or private parking company.

Retail & Online Shopping Complaints

Your rights when goods are faulty, late, or not as described and how to get a refund or replacement.

Water Company Complaints

How to complain about your water or sewerage supplier and involve the Consumer Council for Water.

Pension Complaints

How to complain about a pension provider or scheme and refer to the Pensions Ombudsman.

Social Media Complaints

How to report harmful content, account problems, or breaches of platform rules to social media companies.

Transport Complaints

Complaining about trains, buses, or taxis and reaching the relevant transport ombudsman or regulator.

Postal Complaints

How to complain about lost, damaged, or delayed post and Ofcom's role in postal regulation.

Complaining to Your MP

When and how to contact your Member of Parliament to escalate a complaint about a public body.

Judicial Review Basics

How judicial review allows courts to scrutinise unlawful decisions by public bodies and when to consider it.

Alternative Dispute Resolution (ADR)

Mediation, arbitration, and other ADR methods as alternatives to court proceedings.

Consumer Rights & Returns

Your statutory rights to return goods and claim refunds under the Consumer Rights Act 2015.

Faulty Goods Complaints

How to claim a repair, replacement, or refund for goods that are faulty, unsafe, or misdescribed.

Service Complaints

Your rights when a service is done poorly or not completed and how to seek redress from a trader.

Billing Disputes

How to challenge an incorrect bill from a utility, telecoms provider, or other service company.

Data Breach Complaints

What to do if your personal data has been breached and how to complain to the ICO.

Professional Complaints

Complaining about regulated professionals such as doctors, architects, or accountants.

Healthcare Complaints

How to raise concerns about private or NHS healthcare and the role of the Care Quality Commission.

Estate Agent Complaints

How to complain about an estate agent and escalate to a redress scheme such as The Property Ombudsman.

Builder & Contractor Complaints

Steps to take when building work is substandard and how to pursue a dispute with a contractor.

School Complaints

The formal complaints process for state schools, academies, and how to escalate unresolved issues.

Police Complaints

How to make a complaint about police conduct and the role of the Independent Office for Police Conduct.

Court Service Complaints

How to complain about the administration of a court or tribunal and HMCTS complaints process.

Legal Services Complaints

How to complain about solicitors, barristers, and legal services.

HMRC Complaints

How to complain to HMRC about tax errors and penalties.

Car and Motor Complaints

Complaints about car dealers, garages, and the Motor Ombudsman.

Home Office Complaints

How to complain about immigration decisions and UKVI service.

Frequently asked questions

Do I have to use a complaints management company?
No. Ombudsmen services and regulators are free to use directly, and claims management companies are not permitted to charge you upfront fees to make a complaint to an ombudsman. You can navigate every escalation route yourself using the free guides on this site. If you do use a claims company, check they are authorised by the FCA.
How long do I have to complain?
Deadlines vary by sector. For the Financial Ombudsman, you generally have six years from the event or three years from when you knew you could complain, whichever is later. For the Legal Ombudsman, the main deadline is one year from the act or omission. Most ombudsmen require you to use the company's internal complaints process first and give them at least eight weeks to respond.
What is a "deadlock letter" and why do I need one?
A deadlock letter (sometimes called a "final response") is the company's written confirmation that they have done all they intend to do and the complaint is exhausted internally. Most ombudsmen require this letter, or evidence that eight weeks have passed without resolution, before they will accept your case. Always ask for a deadlock letter in writing if the company has not resolved your complaint after eight weeks.
Can I complain on behalf of someone else?
Yes, in most cases. You may need to provide written authorisation from the person you are representing, or hold a power of attorney if they lack mental capacity. Ombudsmen and regulators are generally accustomed to dealing with representatives, carers, and advocates.
Will complaining affect my relationship with the company?
Legitimate businesses are legally prohibited from treating you differently — for example, cancelling your insurance — because you made a complaint. If you are an existing customer with a regulated firm such as a bank or insurer, they cannot disadvantage you for exercising your rights. Document everything in writing to protect yourself.

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Disclaimer

This information is for general guidance only and does not constitute legal, financial, or professional advice. Always check official sources and seek qualified help where needed.