What is an Ombudsman?
An ombudsman is an independent and impartial service set up to help resolve disputes between consumers and businesses. If you have a complaint about a company and you’ve already tried to sort it out directly – without success – an ombudsman can step in to review your case. Their main role is to investigate complaints fairly, listening to both sides before making a decision. Importantly, ombudsman services are free for consumers to use.
Ombudsmen are not on the side of the business or the consumer – they work independently to ensure everyone is treated fairly. They look at the facts of your complaint, consider any relevant laws or regulations, and decide whether the business has acted properly. If the ombudsman finds the business was at fault, they can order it to put things right, which might include an apology, a refund, or other forms of compensation.
Unlike other complaint options, such as going to court or using private mediation, contacting an ombudsman is usually quicker, less formal, and doesn’t cost you anything. Ombudsman decisions are generally binding on the business, which means the company must follow the outcome if you accept it. For consumers, this offers a straightforward way to get problems sorted without the stress and expense of legal action.
There are different ombudsman schemes covering areas like energy, communications, and financial services. For more details about how these services work and how to access them, you can visit Ombudsman Services.
If you’re unsure whether your issue can be taken to an ombudsman, or you need support with a consumer problem, you can find more help with consumer issues, including guidance on your rights and next steps.
When Should You Contact an Ombudsman?
Contacting an ombudsman is a step to consider when you have tried to resolve a dispute with a business but haven’t reached a satisfactory outcome. Ombudsmen are independent bodies that help settle complaints between consumers and businesses in sectors such as financial services, energy, telecommunications, and more. Their role is to review your case impartially and make recommendations or decisions that are fair to both sides.
Before approaching an ombudsman, it’s important to follow the business’s official complaints process. Most businesses are required by law or industry regulation to have a clear complaints procedure. You should make your complaint directly to the company, giving them a chance to put things right. If you’re unsure how to do this, you can find step-by-step guidance in the consumer service complaints procedure.
You should consider contacting an ombudsman if:
You have completed the business’s complaints process and received a final response, but you’re still unhappy with the outcome.
The business has not responded to your complaint within the time limit set by law or industry rules (usually eight weeks for most sectors).
The business refuses to deal with your complaint or has not resolved it to your satisfaction.
Common issues that ombudsmen deal with include problems with:
Bank accounts, loans, or credit cards
Utility bills (gas, electricity, water)
Mobile phone or broadband contracts
Insurance claims
Poor service from travel companies or letting agents
To qualify for an ombudsman investigation, your complaint must usually:
Relate to a service provided to you as a consumer (not as a business)
Fall within the ombudsman’s area of responsibility (each ombudsman covers specific sectors)
Show that you have tried to resolve the issue with the business first
Be made within a certain time limit, often within six months of the business’s final response
Ombudsmen operate under rules set out in laws such as the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. These rules ensure that complaints are handled fairly and that businesses cooperate with ombudsman investigations.
If you’re not sure whether your situation is suitable for ombudsman review, or you need help with the process, you can learn more about how to solve an ongoing consumer problem. This can guide you on the next steps, including how to escalate your complaint if you haven’t been able to resolve it directly with the business.
How to Contact an Ombudsman in England
When you’ve tried to resolve a dispute with a business but haven’t been successful, contacting an ombudsman can be an effective next step. Here’s a clear guide on how to do this in England:
1. Identify the Right Ombudsman
Ombudsman services specialise in different sectors, such as financial services, energy, or housing. Before you begin, make sure you approach the correct ombudsman for your complaint. If you’re unsure which ombudsman is right for your situation, you can find more help with consumer issues to guide you to the appropriate service.
2. Gather the Necessary Information
To make your complaint as strong as possible, collect the following:
Details of the problem: Write a clear summary of what happened, when it happened, and who was involved.
Evidence: Include copies of any relevant documents, such as emails, letters, receipts, contracts, or photographs.
Previous steps: Show what you’ve already done to resolve the issue with the business, including any responses you’ve received.
Having this information ready will help the ombudsman understand your case quickly and make a fair decision.
3. Contacting the Ombudsman
Most ombudsman services in England offer several ways to get in touch:
Online forms: Many ombudsman websites have secure online forms for submitting your complaint. This is often the fastest and most convenient method.
Phone: You can call the ombudsman’s helpline for advice on how to proceed or to start your complaint.
Post: If you prefer, you can send your complaint and supporting documents by post. Be sure to keep copies of everything you send.
Check the specific ombudsman’s website or contact details for their preferred method and any forms you need to complete.
4. Tips for Preparing Your Complaint
To improve your chances of a successful outcome:
Be clear and concise: Stick to the facts and avoid emotional language.
Stay organised: Present your evidence in order, and refer to it in your explanation.
Explain what you want: State the outcome you’re hoping for, such as a refund, apology, or other resolution.
Meet deadlines: Some ombudsman schemes have time limits for making a complaint, often within six months of the business’s final response.
5. What Happens Next?
Once you’ve submitted your complaint, the ombudsman will review the information and may ask for more details. They will then contact the business and work towards a fair solution. The process is free for consumers, and the ombudsman’s decision is usually binding on the business if you accept it.
If you need further assistance or are unsure how to proceed, you can always seek more help with consumer issues for guidance on finding and contacting the right ombudsman service.
Before Contacting an Ombudsman: Other Steps to Consider
Before contacting an ombudsman, it’s important to take a few key steps to try and resolve the issue yourself. Not only can this save you time, but it’s often a requirement before an ombudsman will consider your complaint.
1. Try to Resolve the Issue Directly with the Business
Start by contacting the business directly to explain your problem. Make sure you provide clear details, including dates, receipts, and any relevant correspondence. Many disputes can be resolved quickly at this stage, especially if you remain calm and polite.
2. Use the Business’s Official Complaints Procedure
If your initial approach doesn’t work, ask about the company’s official complaints process. Most businesses have a formal procedure you must follow before escalating your complaint. This usually involves putting your concerns in writing and giving the business a reasonable time (often up to eight weeks) to respond. Keep copies of all communications, as these may be needed later.
3. Consider Reporting to Trading Standards
If your complaint involves unfair, misleading, or illegal trading practices – such as being sold unsafe goods or being misled about a product – you can report to Trading Standards. Trading Standards can investigate businesses that break the law and may take enforcement action, which could help resolve your issue or prevent others from experiencing the same problem.
4. Check Your Refund Rights
If you’ve received faulty goods or poor service, you may be entitled to a refund, repair, or replacement under the Consumer Rights Act 2015. Before escalating your complaint, review your refund rights in the UK to see what remedies you can request directly from the business. Acting quickly is important, as some rights are time-limited.
5. Be Alert to Scams
Unfortunately, some consumer issues arise from scams or fraudulent activity. It’s vital to protect yourself by learning how to spot suspicious offers and requests for personal information. For practical advice, see our guide on spotting and avoiding scams.
6. Know Your Rights with Slow or Unreliable Contractors
If you’re dealing with a contractor who is slow, unreliable, or not delivering the agreed work, you have specific rights under contract law. For guidance on handling these situations, including how to set deadlines and what to do if progress stalls, see our speed up slow contractors: deadline tips & legal rights guide.
Taking these steps first not only increases your chances of a quick resolution but also strengthens your case if you do need to approach an ombudsman. Remember to keep clear records of all your interactions, as you may need to provide evidence of your attempts to resolve the issue before an ombudsman will get involved.
Related Resources and Further Help
When dealing with consumer issues, it’s important to know where to turn for extra support and how to safeguard yourself in future transactions. If you’re looking for more guidance beyond contacting an ombudsman, there are several helpful resources and steps you can take.
Finding Trustworthy Traders
One of the most effective ways to avoid consumer disputes is to choose reputable businesses from the start. Before agreeing to any service or purchase, it’s a good idea to find a trader and check you can trust them. This resource offers practical tips on checking a trader’s credentials, reading reviews, and understanding what protections you have under UK consumer law, such as the Consumer Rights Act 2015. Taking these steps can help you avoid common pitfalls and reduce the risk of future problems.
Getting Additional Support
Sometimes, even after contacting an ombudsman, you might need further help to resolve your issue. If you’re unsure about your rights, need help understanding the process, or want advice tailored to your situation, you can explore more options if you need more help about a consumer issue. This guide explains where to find free advice, how to get support with complaints, and what to do if you feel a business is treating you unfairly.
Next Steps for Ongoing Problems
If your consumer problem remains unresolved after going through the ombudsman process, it’s important to know what further actions you can take. You might consider escalating your complaint, seeking legal advice, or exploring alternative dispute resolution options. For step-by-step guidance on how to solve an ongoing consumer problem, this resource outlines your rights, explains potential next steps, and helps you decide whether taking your case to court is appropriate.
Summary
Dealing with consumer issues can sometimes be complex, but you’re not alone. By choosing trustworthy traders, seeking advice when needed, and knowing your legal rights under acts like the Consumer Rights Act 2015, you can better protect yourself and resolve disputes more effectively. Explore the resources above for further help and guidance tailored to your situation.
