Complaints & Ombudsmen questions
20 direct answers, each with the short version first and a link to the full guide. For the whole topic, see Complaints & Ombudsmen.
How long does a company have to respond to my complaint?
There is no single legal deadline — it depends on the sector. FCA-regulated financial firms must send a final response within 8 weeks; energy suppliers must acknowledge within 2 working days and resolve within 8 weeks. Most other organisations set their own, typically 14–28 days. Miss it and you can usually escalate.
What is a deadlock letter and how do I get one?
A deadlock letter is a company’s written confirmation that its complaints process is exhausted — the trigger that lets you go to an ombudsman without waiting the usual 8 weeks. You cannot declare deadlock yourself, but you can ask for one in writing at any point.
Is an ombudsman’s decision legally binding?
Yes — but only on the organisation, and only if you accept it. An ombudsman’s decision binds the company once you say yes; reject it and it lapses, leaving you free to go to court. Some schemes, such as the LGSCO, recommend rather than order — councils comply in over 99% of cases.
How long does the Financial Ombudsman take to decide a complaint?
Most cases are resolved within three to six months, but investment, pension and fraud complaints can take a year or more. Before that clock even starts, the firm has 8 weeks to send a final response — and you then have 6 months from that letter to refer to the FOS.
What is the difference between a regulator and an ombudsman?
An ombudsman resolves your individual complaint and can order a remedy; a regulator polices the whole industry and can fine a firm or strip its licence, but cannot compensate you. Use the ombudsman for your own outcome, report to the regulator to build the enforcement picture — you can do both.
What happens if I ignore a private parking charge?
Nothing immediately — but the operator can sue you in the county court, and a judgment against you stays on your credit file for six years. A private charge is a civil contract claim, not a fine: it cannot be enforced without a court order. Appealing is far safer than ignoring.
How do I complain about my council to the Ombudsman?
Finish the council’s own complaints procedure first — usually two stages — then take it to the Local Government and Social Care Ombudsman within 12 months of when you first knew about the problem. It is free, decided on documents, and upholds around 60% of the cases it investigates.
Can my broadband provider increase prices mid-contract?
Usually yes, if your contract says so. Most major providers include an annual inflation-linked increase clause, and since 2024 Ofcom requires any rise to be stated in pounds and pence at the point of sale. If it was not clearly set out, you may be able to leave penalty-free.
How much compensation can the Energy Ombudsman award?
Up to £10,000 in total. That covers money you are owed, evidenced out-of-pocket losses and a separate payment for distress and inconvenience, and it binds your supplier once you accept it. Automatic payments of £30 or more may also be due under Ofgem’s Guaranteed Standards.
Can the Ombudsman make my council pay me compensation?
It recommends rather than orders — but councils comply in the overwhelming majority of cases. The Local Government and Social Care Ombudsman can recommend a payment for distress, time and trouble or quantified loss, an apology, a decision retaken properly, and service changes, where maladministration caused you injustice.
How long do I have to take my complaint to an ombudsman?
It depends on the scheme. Six months from the final response for the Financial Ombudsman and the Legal Ombudsman; twelve months for energy, telecoms, property, housing and the public-sector ombudsmen. Most schemes can extend the deadline in exceptional circumstances, but you have to ask and explain the delay.
What should I put in a complaint letter?
Your reference number, the words “Formal Complaint” in the subject line, a dated chronology of what happened, the rule or contract term breached, the impact in figures, the remedy you want, and a deadline. Two pages is plenty — put the detail in numbered enclosures.
What can I do if my insurance claim is rejected?
Complain in writing to the insurer first. It must issue a final response within 8 weeks, after which you have 6 months to refer the dispute free of charge to the Financial Ombudsman Service — whose decision binds the insurer if you accept it. Non-disclosure defences are often beatable.
Can I get compensation if my water supply is cut off?
Yes. Under Ofwat’s Guaranteed Standards a supply interruption of more than 12 hours triggers an automatic £20 payment, plus £10 for each further 12 hours, capped at £1,000. It should be credited without you claiming — check your account, because it is often missed.
How do I complain about my solicitor?
Complain to the firm first — it has 8 weeks to give a final response. Then go to the Legal Ombudsman, within 6 months of that final response and within a year of the problem. It handles service failures; misconduct goes to the Solicitors Regulation Authority instead.
How do I complain about the police?
Complain in writing to the force’s Professional Standards Department, or direct to the Independent Office for Police Conduct, normally within 12 months of the incident. If you are unhappy with how the force handled it, you can ask the IOPC for a review within 28 days of the outcome.
How much compensation can the Housing Ombudsman award?
Typical awards run from £100 to £3,000. Serious cases reach £3,000 to £20,000 and beyond, with the highest recent determinations around £100,000. Breaches of Awaab’s Law timescales are treated as severe maladministration and routinely attract £500 to £5,000, more where health was damaged.
How long do I have to apply for judicial review?
Promptly, and in any event within three months of the decision — reduced to 30 days for planning and procurement challenges. You must also send a Pre-Action Protocol letter at least 14 days before issuing, so in practice you have far less than three months to prepare.
Who do I complain to about my pension?
The Pensions Ombudsman for administration and entitlement — wrong calculations, transfer delays, refused ill-health retirement. The Financial Ombudsman for advice and mis-selling. State Pension and National Insurance problems go to HMRC or DWP first, then the Adjudicator’s Office or the Independent Case Examiner.
How do I complain about the DWP or Universal Credit?
Use the DWP’s two-stage internal process first, then the Independent Case Examiner within 6 months of the final response, then the Parliamentary Ombudsman through your MP. ICE is free and covers service failures — delays, lost documents, rudeness — not the benefit decision itself.