How long does the ombudsman complaint process usually take?

The process typically takes between three and twelve months. It begins with an internal complaint to the organisation, followed by a referral to the ombudsman if unresolved. The ombudsman then investigates the matter, which may involve requesting further information from both parties, before issuing a final decision.

Do I need to complain to the company before going to the ombudsman?

You must first use the organisation’s published complaints process. Ombudsmen require this internal step to be completed before they will accept a referral. You should wait for the organisation’s final response, or escalate the matter after eight weeks if you have not received a reply.

What is the deadline for referring a complaint to the ombudsman?

You must submit the ombudsman’s referral form within the scheme’s specific time limit. This is usually between six and twelve months from the date of the organisation’s final response. Missing this deadline may prevent the ombudsman from investigating your complaint.

Is the ombudsman’s decision legally binding on me?

The ombudsman’s decision is binding on the regulated firm, meaning they must comply with any orders for compensation or changes. However, the consumer is not bound by the decision and can usually choose to reject it and pursue the matter in court instead.

What happens if the ombudsman upholds my complaint?

The ombudsman may uphold the complaint fully, partly, or not at all. If upheld, they can order compensation or require the firm to make specific changes. If not upheld, the complaint is closed, though you may still have the option to take legal action in court.

Who is eligible to use the ombudsman complaint journey?

This pathway applies to anyone with a service complaint about a regulated firm or public body where an ombudsman scheme is applicable. It is a UK-wide process designed to provide an independent review of complaints that have not been resolved through the organisation’s internal procedures.

All Legal Journeys

Public Law

UK-wide

5 stages

3–12 months

Reviewed 2026-05-22

Ombudsman complaint journey (generic)

Generic pathway: organisation complaint → ombudsman scheme → onward review.

This page covers UK-wide law. Where local procedure differs (e.g. courts or tribunals), this is noted in the relevant section.

Who Uses This Journey

Anyone with a service complaint about a regulated firm or public body where an ombudsman scheme applies.

Stage-by-Stage Timeline

Internal complaint

Use the organisation's published complaints process. Ombudsmen require this first.

Final response or 8-week deadlock

Wait for the final response, or escalate after 8 weeks if no response.

Refer to the ombudsman

Use the ombudsman's referral form, within the scheme's time limit (usually 6-12 months from final response).

Investigation

Ombudsman investigates, often requests further information from both sides.

Decision

Decisions binding on the firm; consumer can usually reject and pursue court instead.

Possible Outcomes

Upheld (compensation / change ordered)
Not upheld
Partly upheld

Official Sources

Ombudsman Association

Frequently asked questions

How long does the ombudsman complaint process usually take?: The process typically takes between three and twelve months. It begins with an internal complaint to the organisation, followed by a referral to the ombudsman if unresolved. The ombudsman then investigates the matter, which may involve requesting further information from both parties, before issuing a final decision.
Do I need to complain to the company before going to the ombudsman?: You must first use the organisation’s published complaints process. Ombudsmen require this internal step to be completed before they will accept a referral. You should wait for the organisation’s final response, or escalate the matter after eight weeks if you have not received a reply.
What is the deadline for referring a complaint to the ombudsman?: You must submit the ombudsman’s referral form within the scheme’s specific time limit. This is usually between six and twelve months from the date of the organisation’s final response. Missing this deadline may prevent the ombudsman from investigating your complaint.
Is the ombudsman’s decision legally binding on me?: The ombudsman’s decision is binding on the regulated firm, meaning they must comply with any orders for compensation or changes. However, the consumer is not bound by the decision and can usually choose to reject it and pursue the matter in court instead.
What happens if the ombudsman upholds my complaint?: The ombudsman may uphold the complaint fully, partly, or not at all. If upheld, they can order compensation or require the firm to make specific changes. If not upheld, the complaint is closed, though you may still have the option to take legal action in court.
Who is eligible to use the ombudsman complaint journey?: This pathway applies to anyone with a service complaint about a regulated firm or public body where an ombudsman scheme is applicable. It is a UK-wide process designed to provide an independent review of complaints that have not been resolved through the organisation’s internal procedures.