Using an ombudsman
An ombudsman is a free, independent service that decides disputes between consumers and businesses. It is not a court, it is not on anyone's side, and using one costs you nothing.
On this page
Who covers what
| Service | Typically covers |
|---|---|
| Financial Ombudsman Service | Banking, credit, insurance, loans, mortgages, motor finance, investments |
| Claims Management Ombudsman | Complaints about regulated claims management companies |
| Energy Ombudsman | Gas and electricity supply and billing |
| Communications schemes | Broadband, mobile and landline disputes |
| Property schemes | Estate and letting agents, and some property services |
If you are unsure which applies, the business's final response letter should tell you, and each scheme's own site sets out its remit.
Eligibility and time limits
The rules vary by scheme, but the pattern is consistent:
- You normally must complain to the business first and either receive a final response or wait out the permitted period.
- There is usually a deadline to refer after the final response, commonly six months.
- There are limits based on how long ago the events happened, and when you became aware of a problem.
- Schemes have eligibility criteria covering who can complain, for example individuals and smaller businesses.
What actually happens
- You refer the complaint, usually online, attaching the final response and your evidence.
- An initial check confirms the complaint is within remit and in time.
- An investigator reviews it, asks both sides for information, and issues a view.
- Either side can disagree with that view and ask for a final decision.
- An ombudsman makes a final decision. If you accept it, it is generally binding on the business.
Cases can take months, particularly where a sector has high volumes. Complexity, the age of the events, and how quickly both sides respond all affect timing.
Making your case stronger
- Lead with a clear chronology. Dates in order, then the point in dispute.
- Say what outcome you want, and how you calculated any figure.
- Include the business's final response, because the investigator will want to see the reasoning you are challenging.
- Attach evidence, not assertions. Statements, contracts, correspondence and call references carry weight.
- Explain the impact, including non-financial effects, factually and without exaggeration.
- Respond promptly to requests for information.
You do not need representation. Ombudsman services are designed to be used directly by consumers, and using a paid firm does not give your case priority or a better hearing.
Outcomes
An ombudsman can decide that a complaint is upheld, partly upheld, or not upheld. Where it is upheld, remedies commonly include a refund, compensation for financial loss, interest, an amount for distress and inconvenience, or a correction to your records.
If you accept a final decision it is normally binding on the business. If you reject it, you keep your right to pursue the matter through the courts, though that carries cost and risk that the ombudsman route does not.
General information only. Each scheme sets its own rules; check theirs before acting.