Formal Complaint to a Regulator (Ofgem / Ofcom / FCA)
Generic escalation letter to a sector regulator such as Ofgem, Ofcom, or the FCA where a regulated company has failed to resolve a complaint satisfactorily.
This template was not drafted by a solicitor.
It is an editorial reference based on the official sources we cite. You are responsible for any document you send. For high-stakes matters (court proceedings, large sums, deportation, criminal allegations, child welfare), have a regulated solicitor review or draft your document.
When to use this template
Use this letter when you have exhausted the regulated company's internal complaints process (usually eight weeks for financial services, or after receiving a final response) and wish to escalate to the relevant sector regulator or ombudsman. It is particularly suitable for complaints about energy suppliers, telecoms providers, or FCA-authorised financial services firms.
When NOT to use this template
Do not use before exhausting the company's internal complaints process — most regulators and ombudsmen will not accept a complaint until eight weeks have passed or a deadlock letter has been issued. Do not use if a time limit for ombudsman referral has passed (usually six years from the event, or six months from the final response for Financial Ombudsman Service). Do not use for regulated professions (e.g. solicitors, doctors) — those have separate regulators (SRA, GMC, etc.).
Legal Basis
Ofgem: Gas Act 1986 and Electricity Act 1989 (as amended); Ofgem's Guaranteed Standards and back-billing rules. Ofcom: Communications Act 2003. FCA: Financial Services and Markets Act 2000 (FSMA 2000); FCA Consumer Duty (PS22/9). Ombudsman escalation: Financial Ombudsman Service (FSMA 2000 s.225); Energy Ombudsman (as designated by Ofgem); Communications Ombudsman (as approved by Ofcom). Regulated firms must have a compliant complaints handling procedure under their sector's rules.
Before you send
- Contacting the regulator before the company's eight-week internal process is complete — the complaint will be returned
- Not including the company's final response (or deadlock letter) — regulators and ombudsmen need this to assess the complaint
- Missing the six-month window for referring a financial complaint to the Financial Ombudsman after the final response
Common Mistakes to Avoid
- ✗Contacting the regulator before the company's eight-week internal process is complete — the complaint will be returned
- ✗Not including the company's final response (or deadlock letter) — regulators and ombudsmen need this to assess the complaint
- ✗Missing the six-month window for referring a financial complaint to the Financial Ombudsman after the final response
- ✗Confusing the regulator (who sets rules) with the ombudsman (who resolves individual disputes) — in many sectors these are different bodies
- ✗Failing to set out the specific remedy sought — 'sort this out' is insufficient; quantify your loss and state what you want
Build Your Letter
Fill in your details
Complete the fields below. Required fields are marked with *.
Letter preview
[YOUR FULL NAME] [YOUR ADDRESS] [YOUR EMAIL ADDRESS] [DATE OF LETTER] [REGULATOR'S NAME] [REGULATOR'S ADDRESS] --- Dear Sir or Madam, **Formal Complaint — [REGULATED COMPANY'S NAME]** **Account / Policy / Reference Number: [ACCOUNT / POLICY / REFERENCE NUMBER]** I am writing to make a formal complaint about [REGULATED COMPANY'S NAME], which is regulated by / subject to the oversight of [REGULATOR'S NAME]. **About Me** I am a customer of [REGULATED COMPANY'S NAME] and have been so since **[DATE BECAME A CUSTOMER]**. My account or policy reference is **[ACCOUNT / POLICY / REFERENCE NUMBER]**. **The Complaint** [FULL DESCRIPTION OF THE COMPLAINT] I believe that [REGULATED COMPANY'S NAME] has breached the following regulatory obligations: [SPECIFIC REGULATORY RULES OR STANDARDS ALLEGEDLY BREACHED] **Evidence** I enclose the following evidence in support of this complaint: [LIST OF ENCLOSED EVIDENCE] **Internal Complaints Process** I have followed [REGULATED COMPANY'S NAME]'s internal complaints process as follows: - Initial complaint submitted: **[DATE INITIAL COMPLAINT SUBMITTED TO COMPANY]** - Final response / deadlock letter received: **[DATE OF COMPANY'S FINAL RESPONSE / DEADLOCK LETTER]** - Summary of company's final position: [SUMMARY OF COMPANY'S FINAL POSITION] I am dissatisfied with this response because: [WHY YOU ARE DISSATISFIED WITH THE COMPANY'S RESPONSE]. **Outcome Sought** I am seeking the following remedy: [SPECIFIC REMEDY OR OUTCOME YOU ARE SEEKING] **Ombudsman Reservation** I note that, depending on the nature of [REGULATOR'S NAME]'s powers in relation to individual complaints, I may separately refer this matter to the relevant ombudsman scheme ([RELEVANT OMBUDSMAN SCHEME]) if this complaint does not result in an adequate resolution. I reserve all rights in that regard. **Request** I ask [REGULATOR'S NAME] to: 1. Record this as a formal complaint against [REGULATED COMPANY'S NAME]; 2. Investigate whether [REGULATED COMPANY'S NAME] has complied with its regulatory obligations; 3. Take appropriate enforcement or supervisory action if a breach is found; 4. Inform me of the outcome of any regulatory action taken. Please acknowledge receipt of this complaint and advise me of your reference number and the expected timescale for a response. Yours faithfully, [YOUR FULL NAME]
Unfilled fields appear as [FIELD NAME]. Review the letter carefully before sending. This template is a starting point — adapt it to your specific circumstances.