How to make a complaint that gets taken seriously
Complaining directly is free, and it is the route almost every ombudsman expects you to try first. A clear, well-evidenced complaint often does better than an aggressive one.
On this page
The free route, in order
Almost all consumer complaints follow the same three stages, whatever the product:
- Complain to the business. They get the first opportunity to put it right.
- Wait for their final response, or for the time limit to pass without one.
- Escalate to the relevant ombudsman if you are eligible and still unhappy.
Every one of those stages is free to you. There is no stage at which paying someone is required.
Gather your evidence first
Spend twenty minutes collecting the following before you write. It makes the complaint concrete and much harder to dismiss.
- The agreement or policy, or as much of it as you have.
- Dates. When you bought, when the problem started, when you first raised it.
- Correspondence. Emails, letters, chat transcripts, text messages.
- Statements. Bank or card statements showing what you were charged.
- Names and reference numbers from any phone calls, with the date and time.
If you are missing documents, you can make a subject access request to the business. This is free, and firms generally must respond within one month. It is a useful way to obtain call notes and account records.
Write the complaint
Keep it factual and structured. A complaint that a case handler can follow in ninety seconds is more likely to be upheld than one that requires unpicking.
Cover these five things
- Who you are: full name, address, account or agreement number.
- What happened: a short chronology with dates.
- What went wrong: the specific failing, not general dissatisfaction.
- The impact on you: financial loss, and any distress or inconvenience.
- What you want: a refund, compensation, a correction, an apology, or a combination.
Tone
Firm and unemotional works best. Avoid threats and avoid padding. State the facts, state the ask, and be specific about numbers where you can.
A letter you can adapt
Dear [business name],
Complaint: [account or agreement number]
I am writing to complain about [product or service], which I took out on or around [date].
What happened: [two or three sentences, in date order, describing the facts].
Why I believe this was wrong: [explain the specific failing, for example that information was not disclosed, that a charge was applied incorrectly, or that the product was not suitable for my circumstances].
The impact on me has been: [set out the financial loss with figures if you have them, and any wider impact].
To put this right, I would like: [state your desired outcome clearly].
I enclose copies of [list your evidence]. Please acknowledge this complaint and confirm your reference. If I do not receive a satisfactory final response, I may refer the matter to the relevant ombudsman service.
Yours faithfully,
[your name, address, contact details, date]
Send it by email if you can, so you have a timestamp. If you post it, keep a copy and consider proof of posting.
Understanding the response
The business should acknowledge your complaint and then issue a response. Time limits vary by product and sector, and the business should tell you what applies. Its response should explain the outcome, the reasoning, and your onward rights.
| What you receive | What it means | Your options |
|---|---|---|
| Final response upholding your complaint | They agree, and should set out redress | Check the calculation is right before accepting |
| Final response rejecting your complaint | They disagree and consider the matter closed | Escalate to an ombudsman if eligible, within the time limit stated |
| A partial offer | They accept some points only | You may accept, or escalate; ask whether accepting closes the matter |
| No response within the time limit | They have not resolved it in time | You can usually escalate without waiting further |
Escalating to an ombudsman
Ombudsman services are free to consumers and independent of the business. Which one applies depends on the product:
- Financial Ombudsman Service for most banking, insurance, credit and finance complaints.
- Claims Management Ombudsman for complaints about a regulated claims management company.
- Other sectors have their own schemes, for example energy, telecoms and property.
There are eligibility rules and strict time limits, commonly six months from a final response. Check the relevant ombudsman's own website for the current rules rather than relying on a summary anywhere else, including here.
Common mistakes
- Complaining only by phone. Put it in writing, even after a call, so there is a record.
- Being vague about the outcome. "I want this sorted" is weaker than a specific request.
- Missing the escalation deadline while waiting to see whether the business changes its mind.
- Signing with a claims firm first, then discovering the same result was available free.
- Sending original documents. Always send copies and keep the originals.
General information only, not legal advice. Time limits and eligibility rules change; confirm them with the relevant ombudsman.