How to complain, and what to do when they say no

The one thing people get wrong

Once you have received a ‘final response ’, the time starts ticking for you to take the matter to the ombudsman.  People will look to argue their case with the company, and before you know it, the window to escalate the complaint to the Ombudsman has closed.

There is no advantage in waiting to take this to the ombudsman – you can advance this immediately.  It doesn’t stop you from arguing your case with the company, and they can still talk to you.  A resolution can still be agreed, even if you have gone to the ombudsman.  If there is a resolution, you let the ombudsman know.

Not sure which scheme covers your problem? Start here and we’ll route you.

The four steps

1. Put it in writing, and use the word “complaint”

   Don’t complain by phone call. Put it in writing — either a letter or email. A social media message isn’t the right form either. Tell the company what happened. What it costs and what you want them to do about it.

   “I am making a formal complaint. I want a written final response setting out your decision and my right to refer this to the ombudsman.”

   The correct use of words matters. With a financial firm, it triggers obligations under the FCA’s complaint-handling rules. Other companies have a documented procedure they must follow. Keep a copy of the date that you sent your complaint, as that is the date that everything else stems from.

2. Chase at four weeks, in writing

   Don’t wait in silence for eight weeks. There is little point in chasing continuously, but chasing at four weeks is sensible. It puts the delay on record, and if you still don’t get a response at week eight, then this is good evidence for the ombudsman. Even if they send a “we need more time” letter and eight weeks have passed, then you can still go to the ombudsman.

   “It is four weeks since my complaint of [date] and I have not had a response or an explanation of the delay. Please confirm when I will receive your final response.”

3. Read the final response properly

   The final response must include several points. It should, of course, state their decision on your complaint. However, it should also tell you the name of the ombudsman you can escalate the complaint to and how long you have to do this. If that information is not in the letter, ask the company whether that is their final response.

   “Is this your final response for the purposes of referring my complaint to the ombudsman?”

   You should request that any telephone response is followed up with a written response.

4. Escalate

   It is free to escalate your complaint to the ombudsman, and you can do this yourself. You will need to send them your original complaint, the company’s final response and any other correspondence in between.

   Don’t add legal arguments – the ombudsman is not a court and adding this does not help your case.

How long do they get — and how long do you get?

Usually, companies have eight weeks to respond to complaints, although phone and broadband providers now get six weeks for complaints raised on or after 8 April 2026. However, you need to be aware of how long you have to take the matter to the ombudsman once you receive the final response:

If you are making a complaint to the Financial Ombudsman, there is the possibility to make your complaint even if six months have passed.  However, it needs to be sent within six years of what went wrong, or within three years of when you realised, or reasonably should have realised, there was a problem. The ombudsman can consider a late complaint if there were exceptional circumstances, such as serious illness, but you have to ask and explain.

Also, if you are over six months past the deadline for going to the Legal Ombudsman, they can still look at complaints up to one year after the problem happened, or one year after you should have realised.

In the rules: FCA Handbook DISP 1.6 for the response deadlines and DISP 2.8.2R for the referral windows.

What if they ignore you?

If you are ignored and don’t get a response, the ombudsman can still deal with your complaint. Just let the ombudsman know you haven’t received a final response and that the time limit for a response has passed.

With energy and telecom companies, you can escalate to the ombudsman before the end of the eight weeks if they send you a deadlock letter. This is a written statement informing you that they have done all they intend to do. If someone tells you on the phone that there is nothing more they can do, ask for it in writing.

Payments and scams

Your complaint might not concern a service; if it is about a payment rather than a product, for instance, a transfer that failed, a scam, or money being taken without your permission, a financial firm is not given eight weeks. It receives 15 business days, and only in truly exceptional circumstances can the period be extended to 35 days.

When you are complaining about a payment, make that clear in your complaint and refer to the shorter deadline.

What does it cost?

There is no cost involved if you complain to the ombudsman.

Be careful about some of the firms saying that they will make claims on your behalf.  They often take between a fifth and a third of the money you receive.  They will use the same system you can use, and on a £4,000 award, you would lose up to £1,600.

It can be advantageous to use a company, such as in the case of some old agreements whose whereabouts you can’t find, or if you honestly can’t deal with a particular case yourself. Yet you should consider this against the cost you might have to pay them.

What is changing?

Some potential up-and-coming changes won’t affect you now, but you should be aware of them.   In March 2026 the government said that it will introduce a ten-year time limit on bringing complaints to the Financial Ombudsman. Any exceptions can only be made by the FCA.  

Another consultation is looking at the way that the FCA and Financial Ombudsman initially deal with complaints.  They are suggesting that there is an initial registration stage where complaints are sifted before going on to a full review. When we see the policy statement later this year, we shall update this page.  

Common questions

Can I go to the ombudsman without a final response?

Yes, once the company’s has not responded within their time scale. Eight weeks for most sectors, six for telecoms complaints raised on or after 8 April 2026 and fifteen business days for payment complaints.

Do I need a solicitor or a claims company?

No. Every ombudsman scheme is designed to be used without one.

What if I’ve missed the six-month deadline?

You can still make a complaint and see if they will review it. Explain why you are late and any exceptional circumstances that may have contributed to the delay. If the firm’s final response never told you about your right to escalate or the time limit, the deadline may not bind you at all.

Sources: FCA Handbook DISP 1.6 (response deadlines, including 15 business days for payment complaints); FCA Handbook DISP 2.8.2R (referral windows and outer limits); Energy Ombudsman dispute resolution process; Legal Ombudsman scheme rules; Ofcom, approved ADR schemes (six-week trigger from 8 April 2026); HM Treasury, Review of the Financial Ombudsman Service, 16 March 2026.