An ombudsman is an independent body that settles disputes between consumers and companies — for free — when you cannot resolve a complaint directly. Instead of going to court, you take your complaint to the ombudsman that covers your sector, and it decides what should happen. This page explains how ombudsman schemes work and, crucially, which ombudsman covers which type of complaint, so you go to the right one.
How ombudsman schemes work
Ombudsman schemes share the same basic shape, whatever the sector:
- They are free for consumers — you never need a claims-management company.
- You must complain to the company first. The company usually has up to 8 weeks to give you a final response (a “deadlock” letter), after which you can escalate.
- The ombudsman investigates impartially and can tell the company to apologise, fix the problem, or pay compensation.
- In most schemes the decision is binding on the company if you accept it, but you keep the right to go to court if you reject it.
In some sectors — financial services, energy, communications, property
agents and legal services — companies are
required by law to belong to an ombudsman or redress scheme.
In others, membership is voluntary, so check the trader is a member before you
rely on it.
Which ombudsman covers my complaint?
Money and financial services
The Financial Ombudsman Service covers banks, building societies, insurers, lenders, credit cards, mortgages, pensions and investments. See our full Financial Ombudsman walkthrough.
Energy (gas and electricity)
The Energy Ombudsman handles complaints about domestic gas and electricity suppliers and network operators, once you have a deadlock letter or 8 weeks have passed.
Broadband, phone and TV
Telecoms and broadband providers must belong to one of two approved schemes — Communications Ombudsman or CISAS. Check your provider’s complaints page to see which one it uses.
Housing
The Housing Ombudsman deals with complaints about social landlords (councils and housing associations). Complaints about councils acting as a public authority go to the Local Government and Social Care Ombudsman. For disrepair in a rented home, see our housing disrepair guide.
Estate agents and letting agents
Property agents must belong to a government-approved redress scheme — The Property Ombudsman or the Property Redress Scheme.
Solicitors and legal services
The Legal Ombudsman covers poor service from solicitors, barristers and other legal providers.
Other sectors
- Trains — the Rail Ombudsman.
- Cars (sales, servicing, warranties) — the Motor Ombudsman (for member businesses).
- Furniture and home improvements — the Furniture & Home Improvement Ombudsman (for member businesses).
- NHS and government departments — the Parliamentary and Health Service Ombudsman.
How to use an ombudsman
- Complain to the company in writing and keep copies — our letter templates help.
- Wait for a final response, or until 8 weeks have passed.
- Refer your complaint to the correct ombudsman above, within its time limit (for financial complaints this is 6 months from the final response).
- Send a clear timeline and copies of your evidence.
What if no ombudsman covers my complaint?
Not every trader belongs to a scheme, and some sectors have none. If there is no ombudsman for your dispute, or the trader is not a member of a voluntary one, your route is the small claims court. You can also report unfair trading to Trading Standards via Citizens Advice, which does not resolve your individual case but can act against rogue traders.
Sources
- Getting more help with a consumer problem — Citizens Advice
- Financial Ombudsman Service
- Energy Ombudsman
- Housing Ombudsman
- Legal Ombudsman
Last reviewed: September 2026. Scheme membership and time limits change
— confirm the right scheme on the company’s own complaints page.
Next step: write to the company using our
complaint letter templates,
then escalate to the ombudsman above.