When to Contact the Ombudsman

The Two Triggers for Ombudsman Referral

You can contact the ombudsman when either of these conditions is met:

1. 8 weeks have passed since you made your formal complaint and the company has not resolved it
2. The company has issued a final response letter (sometimes called a "deadlock letter") and you are not satisfied with the outcome

Whichever comes first opens the door. You do not need to wait the full 8 weeks if the company has already given you their final answer.

The 6-Month Deadline

This is the one that catches people out. Once you receive a final response, you have 6 months to refer your complaint to the ombudsman. Miss this window and the ombudsman will usually refuse to investigate.

Which Ombudsman Do You Need?

Not sure which applies? Check our regulators and ombudsmen directory for the full list.

What Evidence to Gather Before You Escalate

The ombudsman will ask for evidence from both you and the company. Prepare the following before you submit your case:

• Your original complaint -- the letter or email you sent to the company
• The company's final response -- the letter or email rejecting or partially upholding your complaint
• A timeline of events -- dates, reference numbers, names of people you dealt with
• Financial evidence -- bank statements, receipts, bills showing the amounts involved
• Screenshots or correspondence -- any emails, chat logs or letters exchanged
• Notes on impact -- how the issue affected you (financial loss, stress, missed payments, time spent)

Organise this chronologically. The easier you make it for the ombudsman investigator, the smoother the process.

What Happens During the Investigation

1. Initial assessment -- the ombudsman checks your complaint is within their jurisdiction and the timing rules are met (usually 1-2 weeks)
2. Information gathering -- they request the company's complaint file and may ask you for additional evidence
3. Investigation -- an adjudicator reviews both sides and issues an initial opinion. This can take 3-6 months for complex cases
4. Resolution -- if both sides accept the adjudicator's view, the case is closed. If either side disagrees, you can request a final decision from an ombudsman (a more senior decision-maker)
5. Final decision -- this is binding on the company if you accept it. You are not bound -- you can still pursue other routes (like court) if you reject it

What Outcomes Can the Ombudsman Award?

• Financial compensation -- the Financial Ombudsman can award up to 430,000 (from April 2024). The Energy and Communications Ombudsmen have lower limits but can still award meaningful sums
• Apology -- a formal acknowledgement from the company
• Account correction -- fixing billing errors, removing incorrect marks from your credit file
• Process changes -- the ombudsman can recommend the company changes its practices (though this is not binding)
• Distress and inconvenience -- a separate payment for the stress and disruption caused, on top of any financial losses

Tips for a Strong Ombudsman Case

1. Be factual, not emotional -- the ombudsman decides based on evidence and regulations, not sympathy
2. Reference the relevant regulations -- cite Consumer Duty, Ofgem standards or Ofcom conditions where applicable
3. Be specific about what you want -- "I want 350 compensation" is better than "I want to be compensated"
4. Respond to requests promptly -- delays on your side slow the process and can weaken your case
5. Keep copies of everything -- never send original documents