What is an ombudsman escalation letter?

An ombudsman escalation letter is a formal document used to refer an unresolved complaint about a regulated firm or public body to the relevant ombudsman scheme. It is used when you are dissatisfied with the final response from the organisation and wish to have the matter investigated externally. The letter must include your details, the respondent’s details, a summary of the complaint, steps taken, and the specific remedy you are seeking.

Do I need to finish the company's internal complaint process before contacting an ombudsman?

Before escalating, you must exhaust the firm’s or public body’s internal complaint process. Most ombudsmen will refer you back to the organisation if you have not completed their internal procedures. Additionally, you should ensure you have the firm’s final response letter, as failing to enclose it is a common reason for rejection. Each scheme has its own specific rules regarding eligibility and process.

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

The typical time limit for referring a complaint to an ombudsman is six months from the date of the final response from the firm or public body. Missing this deadline can result in your complaint being rejected. You should check the specific rules of the relevant scheme, as each may have slightly different requirements, but the six-month period is the standard guideline mentioned in the guidance.

What information must be included in an ombudsman escalation letter?

Your escalation letter should include your personal details and reference number, the respondent’s name and address, a summary of the complaint, and a description of the steps you have already taken. You must state the date of the final response and explain why you are not satisfied with it. Crucially, you must specify the remedy you are seeking and list all documents you are enclosing with the letter.

Do I need to send a copy of the company's final response letter with my complaint?

Yes, you should enclose a copy of the firm’s or public body’s final response letter. Failing to include this document is a common error that can lead to your complaint being rejected or delayed. The letter should also list all other supporting documents you are providing to the ombudsman scheme to assist with their investigation.

← All Templates

Public/Regulatory

Regulatory

Updated 2026-05-21

Ombudsman Escalation Letter (Generic)

Letter referring an unresolved complaint from a regulated firm or public body to the relevant ombudsman scheme.

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

Your complaint to a firm or public body is unresolved (or its final response is inadequate) and you want to escalate to the relevant ombudsman scheme (FOS, Energy Ombudsman, Housing Ombudsman, LGSCO, PHSO, Pensions Ombudsman, Legal Ombudsman).

When NOT to use this template

Before exhausting the firm's or public body's internal process — most ombudsmen will refer you back.

Legal Basis

Each ombudsman scheme has its own statutory or contractual basis; see the relevant scheme rules.

Before you send

Missing the time limit (typically 6 months from final response)
Failing to enclose the firm's final response letter
Not specifying the remedy you seek

Common Mistakes to Avoid

✗Missing the time limit (typically 6 months from final response)
✗Failing to enclose the firm's final response letter
✗Not specifying the remedy you seek

Build Your Letter

Fill in your details

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

Date*

Ombudsman scheme name*

Ombudsman address*

Your name*

Your reference with respondent*

Respondent name*

Respondent address*

Complaint summary*

Steps taken with the respondent*

Final response date*

Why not satisfied*

Remedy sought*

Documents enclosed*

Letter preview

[Your Name]
[Your Address]
[Telephone] [Email]

[OMBUDSMAN SCHEME NAME]
[OMBUDSMAN ADDRESS]

Date: [DATE]

Dear Sir or Madam,

Referral of complaint about [RESPONDENT NAME]

I refer my complaint about [RESPONDENT NAME] to [OMBUDSMAN SCHEME NAME] for investigation under your scheme.

1. My details

Name: [YOUR NAME]
Address: [as above]
Reference with [RESPONDENT NAME]: [YOUR REFERENCE WITH RESPONDENT]

2. The respondent

Name: [RESPONDENT NAME]
Address: [RESPONDENT ADDRESS]

3. The complaint in summary

[COMPLAINT SUMMARY]

4. Steps taken so far

[STEPS TAKEN WITH THE RESPONDENT]

The respondent's final response is dated [FINAL RESPONSE DATE] (copy enclosed). I am not satisfied with that response because:

[WHY NOT SATISFIED]

5. Remedy sought

[REMEDY SOUGHT]

6. Documents enclosed

[DOCUMENTS ENCLOSED]

Please confirm receipt and your reference number for this complaint.

Yours faithfully,

[YOUR 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.

Official Resources

Ombudsman Association →

Frequently asked questions

What is an ombudsman escalation letter?: An ombudsman escalation letter is a formal document used to refer an unresolved complaint about a regulated firm or public body to the relevant ombudsman scheme. It is used when you are dissatisfied with the final response from the organisation and wish to have the matter investigated externally. The letter must include your details, the respondent’s details, a summary of the complaint, steps taken, and the specific remedy you are seeking.
Do I need to finish the company's internal complaint process before contacting an ombudsman?: Before escalating, you must exhaust the firm’s or public body’s internal complaint process. Most ombudsmen will refer you back to the organisation if you have not completed their internal procedures. Additionally, you should ensure you have the firm’s final response letter, as failing to enclose it is a common reason for rejection. Each scheme has its own specific rules regarding eligibility and process.
How long do I have to escalate my complaint to an ombudsman?: The typical time limit for referring a complaint to an ombudsman is six months from the date of the final response from the firm or public body. Missing this deadline can result in your complaint being rejected. You should check the specific rules of the relevant scheme, as each may have slightly different requirements, but the six-month period is the standard guideline mentioned in the guidance.
What information must be included in an ombudsman escalation letter?: Your escalation letter should include your personal details and reference number, the respondent’s name and address, a summary of the complaint, and a description of the steps you have already taken. You must state the date of the final response and explain why you are not satisfied with it. Crucially, you must specify the remedy you are seeking and list all documents you are enclosing with the letter.
Do I need to send a copy of the company's final response letter with my complaint?: Yes, you should enclose a copy of the firm’s or public body’s final response letter. Failing to include this document is a common error that can lead to your complaint being rejected or delayed. The letter should also list all other supporting documents you are providing to the ombudsman scheme to assist with their investigation.