Consumer Complaint Router
Follow the correct escalation path from trader complaint to sector ombudsman to court for consumer disputes in England & Wales, covering retail, banking, energy, telecoms, and travel.
Reference tool — for general information only
This tool gives you a quick reference based on the information you provide. It is not a substitute for legal advice. Limitation periods, eligibility rules, and procedural deadlines are strictly enforced — confirm any decision with a regulated adviser or the official source before acting.
Privacy: runs entirely in your browser. Nothing you enter is sent to us or saved.
When to use this tool
Use when a trader has refused to resolve your complaint, offered inadequate redress, or ignored your complaint for 8 weeks (the typical deadlock threshold for ombudsman referral). Going to court without first exhausting the appropriate ADR scheme may prejudice your costs position.
Consumer Complaint Router
Next steps
Read the full guide
- Consumer Rights Act 2015: Refunds, Repairs and Getting Your Money BackConsumer Rights Act 2015: the 30-day refund right, repair or replacement, digital content and services rules, plus Section 75 and chargeback.
- Small Claims Track: Procedure, Fees and CostsSmall claims track guide: the £10,000 limit, current fees, directions, informal hearings, the limited-costs rule and how to appeal on form N164.