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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.
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
1
1
Internal complaint
Use the organisation's published complaints process. Ombudsmen require this first.
2
2
Final response or 8-week deadlock
Wait for the final response, or escalate after 8 weeks if no response.
3
3
Refer to the ombudsman
Use the ombudsman's referral form, within the scheme's time limit (usually 6-12 months from final response).
4
4
Investigation
Ombudsman investigates, often requests further information from both sides.
5
5
Decision
Decisions binding on the firm; consumer can usually reject and pursue court instead.
Possible Outcomes
- Upheld (compensation / change ordered)
- Not upheld
- Partly upheld