Most disputes with a company can be sorted out if you complain in the right
way, to the right people, in the right order. When they can’t, there’s often a
free, independent scheme that can step in and make a binding decision.
Start with the company
Always give the business a chance to put things right first. Complain in
writing, keep it factual, say clearly what’s gone wrong and what you want (a
refund, repair, or compensation), and keep copies of everything. A calm,
well-evidenced complaint with a deadline is far more effective than an angry
one.
Escalate to an ombudsman or ADR scheme
If the company won’t resolve it, many sectors have a free
alternative dispute resolution (ADR) or
ombudsman scheme that can review your case independently. The
Financial Ombudsman covers banks, insurers and lenders; the Energy Ombudsman covers energy suppliers; and other schemes cover
communications, property and more. You usually have to wait up to 8 weeks (or
get a “deadlock” letter) before going to them, and their decisions are binding
on the company but not on you.
If that doesn’t work
Where there’s no ombudsman, or you want to claim money owed, you can consider
the small claims court. Our
letters, evidence and claim templates
page has tools to help at every stage.
What to do next
Put your complaint in writing with a clear deadline, then escalate to the
relevant ombudsman if needed. You can also check the company in our
Complaints Directory to see how others have fared.
Sources
Citizens Advice (how to complain; ADR); Financial Ombudsman Service; Energy
Ombudsman; GOV.UK (alternative dispute resolution). Reviewed: 3 September
2026.