The short version
General information, not advice
- 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
See it step by step
Giving the company time, then escalating
Step 1 of 6
Complain to the company in writing
Start with the company involved. Put the complaint in writing, by email or letter, so there is a record.
Set out what went wrong, refer to your legal rights where they are relevant and say plainly what you want the company to do about it.
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.
Figures from the Switch4Good guide, Complaints and dispute resolution, checked 4 October 2026. Energy 8 weeks (Ofgem) and broadband and phone 6 weeks from 8 April 2026 (Ofcom) were checked at those sources; the later limits are the guide's own, not independently verified. The deadlock letter week is an example. General information, not legal advice.
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
Start by complaining directly to the company involved. Put it in writing, by email or letter, so there is a record. Set out what went wrong, refer to your legal rights where they are relevant, and say plainly what you want the company to do about it. Keep a copy of everything you send and receive.
Your rights sit behind the complaint. Under the Consumer Rights Act 2015, goods must be satisfactory quality, fit for purpose, and as described, and services must be performed with reasonable care and skill. Businesses are expected to respond within a reasonable timeframe, and in regulated sectors such as energy, telecoms and finance they must follow formal complaint procedures.
What is alternative dispute resolution (ADR)?
ADR is an independent way to settle a dispute without going to court, usually through mediation, arbitration or adjudication. The providers are approved by the Chartered Trading Standards Institute (CTSI); you can find one through the register below. Depending on the scheme, an ADR decision may be binding or non-binding.
Website: tradingstandards.uk
ADR register: tradingstandards.uk
Ombudsman schemes by sector
Some industries must belong to an ombudsman scheme. The main ones are:
Financial Ombudsman Service
Website: Financial Ombudsman Service
Phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Energy Ombudsman
Website: Energy Ombudsman
Phone: 0330 440 1624
Communications Ombudsman
Website: commsombudsman.org
CISAS
Website: cisas.org.uk
How long you must wait before you can escalate depends on the sector.
Energy: If it isn't sorted after 8 weeks, or sooner if the company sends a deadlock letter, you can go to the Energy Ombudsman (0330 440 1624).
Broadband and phone: Since 8 April 2026 you can go to an ombudsman after 6 weeks, or sooner with a deadlock letter. Your provider belongs to one of two schemes, the Communications Ombudsman or CISAS; it has to tell you which.
Other sectors: you can usually take a complaint to the ombudsman once 8 weeks have passed since you first raised it, or sooner if the company sends you a "deadlock letter" saying it can do no more. The service is free.
Sources: Ofgem, "Complain about your energy supplier", checked 26 September 2026; Ofcom, "Quicker complaints resolution for telecoms customers", checked 26 September 2026.
Small claims court
If ADR fails, or no scheme covers your dispute, the small claims process is the next step. In England and Wales you start a claim through Money Claim Online (GOV.UK), which is normally used for claims under £10,000. Given the cost and time involved, treat court as a last resort.
Evidence
A complaint is only as strong as what you can show. Keep your receipts, contracts, emails, screenshots, photos of the faults and any call logs, and keep them organised. Written evidence makes a real difference to the outcome.
Time limits
Legal claims have deadlines. In England and Wales most contract claims must be brought within 6 years. Ombudsman schemes often allow far less, commonly 6 months from the final response letter, so check the deadline that applies to you early rather than late.
Key takeaways
- Complain directly first
- Keep everything in writing
- Use ADR or ombudsman schemes where available
- Court is a last resort
- Deadlines apply
Common questions
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, though telecoms complaints can go to an ombudsman after 6 weeks since 8 April 2026. ADR or ombudsman decisions may take several months.
Is complaining free?
Yes. Ombudsman and ADR processes are free for consumers.