CONSUMER RIGHTS · COMPLAINTS DISPUTE RESOLUTION EXPLAINED
Complaints & Dispute Resolution Explained
How to complain effectively, escalate disputes and use ADR or ombudsman schemes in the UK.
Quick summary
- You must give a business the opportunity to fix the problem first
- Keep written records of all communication
- Many sectors have independent ombudsman schemes
- ADR can resolve disputes without going to court
- Court should be a last resort
For information only
If something goes wrong with a product or service, you have the right to complain and seek resolution. This guide explains how to complain properly, what businesses must do, how Alternative Dispute Resolution (ADR) works, and when you can escalate to an ombudsman. This is general information about UK consumer rights. It is not legal advice.
Step 1 – Complain to the Business
You must first complain directly to the company involved.
Best practice:
- Complain in writing (email or letter)
- State what went wrong
- Refer to your legal rights if relevant
- Clearly state what outcome you want
- Keep copies of all correspondence
Under the Consumer Rights Act 2015, goods must be satisfactory quality, fit for purpose, and as described. Services must be performed with reasonable care and skill.
Businesses are expected to respond within a reasonable timeframe. Many regulated sectors (energy, telecoms, finance) must follow formal complaint procedures.
What Is Alternative Dispute Resolution (ADR)?
ADR is an independent process to resolve disputes without going to court.
It may include:
- Mediation
- Arbitration
- Adjudication
ADR providers are approved by the Chartered Trading Standards Institute (CTSI).
Website: https://www.tradingstandards.uk
ADR register: https://www.tradingstandards.uk/consumers/support-advice/adr-approved-bodies
ADR decisions may be binding or non-binding depending on the scheme.
Ombudsman Schemes by Sector
Some industries must belong to an ombudsman scheme.
Financial Services Ombudsman
Financial Ombudsman Service
Website: https://www.financial-ombudsman.org.uk
Phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Energy
Energy Ombudsman
Website: https://www.ombudsman-services.org/sectors/energy
Phone: 0330 440 1624
Telecoms
Ombudsman Services (Communications)
Website: https://www.ombudsman-services.org/sectors/communications
You can usually escalate to an ombudsman after:
- 8 weeks have passed since your complaint
OR
- You receive a “deadlock letter” from the company
Ombudsman services are free for consumers.
Small Claims Court
If ADR fails or no scheme exists, you may use the small claims process.
For England and Wales:
Money Claim Online
Website: https://www.gov.uk/make-court-claim-for-money
This is typically used for claims under £10,000.
Court action should be considered a last resort due to cost and time.
Evidence and Documentation
Strong complaints rely on evidence:
- Receipts
- Contracts
- Emails
- Screenshots
- Photos of faults
- Call logs
Keep organised records. Written evidence improves outcomes significantly.
Time Limits
There are limitation periods for bringing legal claims.
In England and Wales, most contract claims must be brought within 6 years.
Ombudsman schemes often have shorter time limits (for example, 6 months from final response letter).
Always check deadlines early.
Key takeaways
- Complain directly first
- Keep everything in writing
- Use ADR or ombudsman schemes where available
- Court is a last resort
- Deadlines apply
Do I have to use an ombudsman before going to court?
Not always, but courts expect you to attempt reasonable dispute resolution first.
Is ADR legally binding?
It depends on the scheme. Some arbitration decisions are binding.
Can I claim compensation for inconvenience?
In regulated sectors (such as finance or energy), ombudsmen may award compensation for distress or inconvenience.
How long does a complaint take?
Businesses typically have up to 8 weeks in regulated sectors. ADR or ombudsman decisions may take several months.
Is complaining free?
Yes. Ombudsman and ADR processes are free for consumers.