UK Regulators & Ombudsmen
When a company fails to resolve your complaint, you can escalate to a regulator or ombudsman. Regulators set the rules companies must follow. Ombudsmen resolve individual disputes for free.
Regulators
Regulators set and enforce the rules that companies must follow. They can fine companies, investigate systemic issues, and take enforcement action — but they typically don't resolve individual complaints.
Financial Conduct Authority (FCA)
RegulatorThe Financial Conduct Authority (FCA) regulates financial services firms in the UK, including banks, building societies, and insurance companies. They ensure that financial markets work well and consumers are protected.
Ofcom
RegulatorOfcom is the UK's communications regulator, overseeing broadband, mobile, TV, and radio services. They ensure that consumers receive fair deals and decent service from telecoms and broadband providers.
Ofgem
RegulatorThe Office of Gas and Electricity Markets (Ofgem) is the UK's energy regulator. They protect energy consumers by ensuring fair prices, reliable supply, and good service from energy companies.
Ombudsmen
Ombudsmen resolve individual complaints that companies have failed to fix. Their service is free, and their decisions are binding on the company. You usually need to wait 8 weeks or receive a deadlock letter before escalating.
Communications Ombudsman
OmbudsmanThe Communications Ombudsman (also known as Ombudsman Services: Communications) resolves disputes between consumers and broadband, phone, or TV providers. Some providers use CISAS (Communications and Internet Services Adjudication Scheme) instead.
Energy Ombudsman
OmbudsmanThe Energy Ombudsman resolves disputes between energy consumers and their suppliers. If your energy company hasn't resolved your complaint within 8 weeks, or has issued a deadlock letter, you can escalate to the Ombudsman for a free, independent review.
Financial Ombudsman Service
OmbudsmanThe Financial Ombudsman Service (FOS) settles disputes between consumers and financial businesses, including banks and insurance companies. It is a free, independent service that handles complaints the company has failed to resolve.