Complaint Response Timelines in the UK

ComplaintsLast reviewed: 1 April 20255 min read

Different organisations and sectors have different deadlines for responding to complaints. Knowing the applicable timelines helps you understand when a response is overdue, when you can escalate, and when you are at risk of losing your right to take your complaint to an ombudsman.

Key points

  • Financial firms regulated by the FCA must issue a final response within 8 weeks.
  • Energy suppliers must acknowledge a complaint within 2 working days and resolve it within 8 weeks.
  • NHS organisations must acknowledge complaints within 3 working days and aim to respond within 6 months.
  • Local councils typically aim for Stage 1 responses within 15–20 working days.
  • After receiving a final response, you generally have 6 months to refer to an ombudsman.
  • There is no single law setting universal complaint timelines — each sector has its own rules.

Financial Sector Timelines

Financial firms regulated by the Financial Conduct Authority (FCA) must follow strict complaint handling rules under DISP (Dispute Resolution: Complaints) in the FCA Handbook:

  • Acknowledgement: Promptly — typically within a few working days
  • Holding response: Within 8 weeks if the complaint cannot be resolved sooner, updating the customer on progress
  • Final response: Within 8 weeks of receiving the complaint

For certain payment-related complaints (e.g., disputed transactions under the Payment Services Regulations 2017), there are shorter 15-business-day deadlines, with a maximum of 35 business days in exceptional circumstances.

Once a final response is received, you have 6 months to refer to the Financial Ombudsman Service. After 8 weeks with no final response, you can refer immediately.

Energy Supplier Timelines

Ofgem's Standard Licence Conditions require energy suppliers to:

  • Acknowledge complaints within 2 working days
  • Resolve or issue a deadlock letter within 8 weeks

After 8 weeks without resolution, or upon receiving a deadlock letter, you can refer to the Energy Ombudsman. There is no explicit deadline for referring to the Energy Ombudsman after a deadlock letter, but acting promptly is advisable.

For billing complaints specifically, Ofgem has a "back-billing" rule: suppliers cannot bill you for gas or electricity used more than 12 months ago if the delay in billing was their fault. This is a significant consumer protection worth checking if you receive an unexpectedly large retrospective bill.

Telecoms Timelines

Ofcom's General Conditions of Entitlement require telecoms providers to:

  • Have a clearly published complaints process
  • Belong to an approved ADR scheme
  • Allow customers to refer to the ADR scheme after 8 weeks of an unresolved complaint, or upon a deadlock letter

There is no Ofcom-mandated acknowledgement timeline, but most providers aim to acknowledge within a few working days. Ofcom does not prescribe a final response deadline, but 8 weeks is the trigger for ADR referral.

NHS and Public Sector Timelines

Under the NHS Complaints Regulations 2009 (as amended by the 2013 Regulations), NHS organisations must:

  • Acknowledge formal complaints within 3 working days
  • Agree a response timescale with the complainant
  • Aim to respond fully within 6 months where possible

For local councils in England, there is no single legal deadline, but the LGSCO expects councils to respond to Stage 1 complaints within 15–20 working days and Stage 2 complaints within 20–25 working days.

There is no universal time limit for referring a complaint to the LGSCO or PHSO after completing the internal process, but both ombudsmen expect referrals to be made within a reasonable period — typically within 12 months of the final decision.

Frequently asked questions

What happens if a company misses its response deadline?
If the company misses its regulated response deadline (for example, the 8-week FCA or Ofgem deadline), you can refer your complaint to the relevant ombudsman immediately without waiting for a final response. You should also note the missed deadline in your ombudsman referral, as it is itself evidence of poor complaint handling.
Is there a time limit for making a complaint in the first place?
Yes, most sectors have time limits. The FOS will generally not investigate complaints about events more than 6 years ago, or more than 3 years after you knew (or should have known) about the problem. The NHS has a 12-month limit from when the problem occurred or when you became aware of it. Some ombudsmen have discretion to accept out-of-time complaints in exceptional circumstances.
Can I extend the 6-month window to refer to an ombudsman?
Most ombudsmen have some discretion to accept referrals outside their standard time windows in exceptional circumstances — for example, if you were seriously ill, or if the company misled you about your rights. Contact the relevant ombudsman and explain the circumstances. There is no guarantee of acceptance, so always act as promptly as possible.
Does the 8-week clock start from the first complaint or when you make a formal complaint?
The 8-week clock starts from when you first raise the complaint with the organisation, whether or not you used specific formal language. You do not need to say "formal complaint" for the clock to start running. If a company tries to argue that a later, more formal communication restarts the clock, this is poor practice — the original contact date should be used. Always keep a record of your first contact with dates.
What if the company asks for more time to investigate?
A company can ask for more time, but this does not automatically extend the 8-week deadline without your agreement. In regulated sectors (such as financial services), the 8-week FCA deadline is absolute regardless of what the company requests. In less regulated sectors, you can agree to a short extension as a matter of goodwill, but put this agreement in writing and make clear you are not waiving your right to escalate.

What to do next

  1. 1
    Financial Ombudsman Service time limits

    FOS guidance on the 6-month and 6-year time limits.

  2. 2
    Energy Ombudsman — when to refer

    When you can use the Energy Ombudsman and the referral process.

  3. 3
    Understand deadlock letters

    How a deadlock letter triggers your right to escalate immediately.

Official bodies and resources

Financial Ombudsman Service

Ombudsman

Resolves complaints between consumers and financial businesses such as banks, insurers, and lenders.

Visit website0800 023 4567

Energy Ombudsman

Ombudsman

Resolves complaints between energy consumers and suppliers, including gas and electricity companies.

Visit website0330 440 1624

Office of Communications

Regulator

Regulates UK communications industries including telecoms, broadband, TV, radio, and postal services.

Visit website0300 123 3333

Parliamentary and Health Service Ombudsman

Ombudsman

Investigates complaints about NHS England and UK government departments, agencies, and public bodies.

Visit website0345 015 4033

Local Government and Social Care Ombudsman

Ombudsman

Investigates complaints about councils, social care providers, and some other public bodies in England.

Visit website0300 061 0614

Was this page helpful?

Related guides

How to Complain Effectively in the UK

Making a formal complaint can feel daunting, but a well-structured complaint significantly increases your chances of a satisfactory outcome. In the UK, most businesses and public bodies are required to have a complaints procedure, and following the right process gives you access to independent resolution if things go wrong.

6 min read

When and How to Escalate a Complaint

If a company has failed to resolve your complaint satisfactorily, or if it has gone beyond the response deadline, you have the right to escalate. Escalation means taking your complaint to an independent body — such as an ombudsman, regulator, or the courts — who can investigate and enforce a resolution.

5 min read

What Is a Deadlock Letter

A deadlock letter — sometimes called a final response letter — is a formal written notice from a company stating that it has reached the end of its internal complaints process and cannot offer any further resolution. Receiving one is important: it is your trigger to escalate the complaint to an ombudsman without waiting the usual 8 weeks.

4 min read

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.

7 min read

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.

6 min read

Disclaimer

This information is for general guidance only and does not constitute legal advice. You should seek qualified legal help if your situation requires it.