When can I complain to an ombudsman service?

You must first complain to the company and either receive a final response or wait at least eight weeks. For energy suppliers, this waiting period is six weeks. You should not submit your complaint to the ombudsman until you have the final response letter or the relevant time limit has expired. Each ombudsman service has its own specific rules regarding this process.

How much does it cost to use an ombudsman service?

Most ombudsman services are free for consumers to use. They have the power to award compensation, require the company to take corrective action, and issue formal apologies. The specific powers and procedures vary depending on which sector-specific ombudsman you are dealing with, such as the Financial or Energy Ombudsman.

How long do I have to refer my complaint to an ombudsman?

Each ombudsman has its own time limit for referral, which is commonly six months from the date of the final response letter. Some schemes may allow up to six years from the event itself. You must check the specific rules of the relevant scheme before submitting your complaint to ensure you are within the deadline.

What documents should I include with my ombudsman complaint?

You must enclose the company's final response letter, as the ombudsman requires it to process your case. You should also include a copy of your original complaint to the company and any relevant correspondence or documents. Failing to include the final response letter is a common reason for delays or rejection.

What are common mistakes to avoid when writing to an ombudsman?

You should clearly summarise your complaint, as ombudsmen handle high volumes of cases and clarity helps them understand the issue. Avoid claiming an amount significantly higher than your actual loss without justification. Ensure you have exhausted the company's internal complaints procedure before escalating the matter to the ombudsman service.

← All Templates

Regulatory

Regulatory Law

Updated 2026-04-17

Complaint to an Ombudsman Service

Formal complaint letter to an ombudsman service — adaptable for the Financial Ombudsman Service, Energy Ombudsman, Telecoms Ombudsman, Property Redress Scheme, or Legal Ombudsman.

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 internal complaints procedure of a company or service provider and have received a final response (or no response within 8 weeks), and wish to escalate to the relevant ombudsman or redress scheme. Most ombudsman services are free to consumers and can award compensation, require corrective action, and issue apologies.

When NOT to use this template

Ombudsman services require you to have first complained to the company and either received a final response or waited at least 8 weeks (6 weeks for energy). Do not use this letter until you have a final response letter (or the time limit has expired). Each ombudsman has its own time limit for referral — commonly 6 months from the final response letter. Check the relevant scheme's rules before submitting.

Legal Basis

Varies by sector: Financial Ombudsman Service (Financial Services and Markets Act 2000); Energy Ombudsman (Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008); Telecoms Ombudsman (Communications Act 2003); Legal Ombudsman (Legal Services Act 2007, s.114); Property Redress Scheme (Housing Act 2004). Most schemes are approved under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

Before you send

Not enclosing the company's final response letter — the ombudsman will need this
Missing the time limit for referral (usually 6 months from the final response, or 6 years from the event)
Not summarising the complaint clearly — ombudsmen deal with high volumes and a clear summary helps

Common Mistakes to Avoid

✗Not enclosing the company's final response letter — the ombudsman will need this
✗Missing the time limit for referral (usually 6 months from the final response, or 6 years from the event)
✗Not summarising the complaint clearly — ombudsmen deal with high volumes and a clear summary helps
✗Claiming an amount significantly higher than your actual loss without justification

Build Your Letter

Fill in your details

Complete the fields below. Required fields are marked with *.

Your full name*

Your address*

Date of letter*

Name of the ombudsman service*

Name of the company you are complaining about*

Clear summary of your complaint*

What outcome you are seeking*

Optional fields

Your account, policy, or complaint reference number

Letter preview

[YOUR FULL NAME]
[YOUR ADDRESS]

[DATE OF LETTER]

[NAME OF THE OMBUDSMAN SERVICE]

---

Dear Sir or Madam,

**COMPLAINT AGAINST [NAME OF THE COMPANY YOU ARE COMPLAINING ABOUT]**
**My reference: [YOUR ACCOUNT, POLICY, OR COMPLAINT REFERENCE NUMBER]**

I write to make a formal complaint against [NAME OF THE COMPANY YOU ARE COMPLAINING ABOUT] and to request that your service investigate the matter, following the exhaustion of [NAME OF THE COMPANY YOU ARE COMPLAINING ABOUT]'s internal complaints procedure.

**Background**

I am a customer of [NAME OF THE COMPANY YOU ARE COMPLAINING ABOUT]. My account / policy / reference number is [YOUR ACCOUNT, POLICY, OR COMPLAINT REFERENCE NUMBER].

**Summary of my complaint**

[CLEAR SUMMARY OF YOUR COMPLAINT]

**Steps already taken**

I raised a formal complaint with [NAME OF THE COMPANY YOU ARE COMPLAINING ABOUT] on [date]. [[NAME OF THE COMPANY YOU ARE COMPLAINING ABOUT] issued a final response letter on [date], a copy of which I enclose. / I have not received a final response within 8 weeks of my complaint, which entitles me to refer the matter to your service.]

I am not satisfied with [NAME OF THE COMPANY YOU ARE COMPLAINING ABOUT]'s response for the following reasons: [insert brief reasons or delete if no response received].

**What I am asking for**

[WHAT OUTCOME YOU ARE SEEKING]

**Documents enclosed**

I enclose the following in support of my complaint:

1. Copy of my original complaint to [NAME OF THE COMPANY YOU ARE COMPLAINING ABOUT].
2. Copy of [NAME OF THE COMPANY YOU ARE COMPLAINING ABOUT]'s final response letter (if received).
3. Copies of relevant correspondence and documents.

I confirm that I am the person affected by the matters complained of and that I am authorised to submit this complaint.

Please acknowledge receipt of this complaint and advise me of the next steps and the likely timescale for investigation.

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.

Related Guides

Consumer Complaint

Related Rights

Consumer

Official Resources

Financial Ombudsman Service →Energy Ombudsman →Legal Ombudsman →

Frequently asked questions

When can I complain to an ombudsman service?: You must first complain to the company and either receive a final response or wait at least eight weeks. For energy suppliers, this waiting period is six weeks. You should not submit your complaint to the ombudsman until you have the final response letter or the relevant time limit has expired. Each ombudsman service has its own specific rules regarding this process.
How much does it cost to use an ombudsman service?: Most ombudsman services are free for consumers to use. They have the power to award compensation, require the company to take corrective action, and issue formal apologies. The specific powers and procedures vary depending on which sector-specific ombudsman you are dealing with, such as the Financial or Energy Ombudsman.
How long do I have to refer my complaint to an ombudsman?: Each ombudsman has its own time limit for referral, which is commonly six months from the date of the final response letter. Some schemes may allow up to six years from the event itself. You must check the specific rules of the relevant scheme before submitting your complaint to ensure you are within the deadline.
What documents should I include with my ombudsman complaint?: You must enclose the company's final response letter, as the ombudsman requires it to process your case. You should also include a copy of your original complaint to the company and any relevant correspondence or documents. Failing to include the final response letter is a common reason for delays or rejection.
What are common mistakes to avoid when writing to an ombudsman?: You should clearly summarise your complaint, as ombudsmen handle high volumes of cases and clarity helps them understand the issue. Avoid claiming an amount significantly higher than your actual loss without justification. Ensure you have exhausted the company's internal complaints procedure before escalating the matter to the ombudsman service.