Last verified 5 Jun 2026 · Source FOS + Energy Ombudsman + Housing Ombudsman + LGSCO + PHSO + FCA + 10 UK sectors
Energy supplier. Telecoms provider. Bank. Insurer. Landlord. Council. NHS trust. Retailer. Estate agent. Builder. Every UK sector has a different complaint route, ombudsman and time limit. This page is the complete map to your consumer rights — with template letters, the right escalation path and expected upheld rates.
Almost every UK sector follows the same pattern: an internal complaint first, giving the company up to 8 weeks to respond, followed by a free independent ombudsman or regulator if the issue is not resolved. The main exception is consumer rights claims under Section 75 or chargeback, which go directly to your card provider. Everything else follows this process.
Step 1
Internal complaint
Email or write to the firm. Include a clear outcome, supporting evidence, reference numbers and dates.
Step 2
8-week deadline
UK firms generally have up to 8 weeks to issue a final response under FCA DISP rules. After that, the case may be treated as deadlock.
Step 3
Escalate to ombudsman
Free and independent. Decisions are binding on the firm, with time limits varying by sector.
Step 4
Court if needed
Small claims may be available for disputes up to £10,000 in England and Wales. Usually a last resort, as most cases are resolved before court.
Pick the UK sector you're complaining about.
Each sector includes the correct complaint process, ombudsman, time limits, expected upheld rate and a template letter to help you take the next step.
Energy is one of the easiest UK sectors to complain about successfully. Ofgem rules are strongly pro-consumer, and the Energy Ombudsman upholds a high proportion of complaints in the customer's favour. Most cases are resolved during the supplier's internal complaints process.
Step 1 · Internal complaint
Email the supplier's complaints address (not regular customer service)
Most UK suppliers have a dedicated complaints email or online form. Search for "[supplier name] complaints email" to find the correct route rather than using general customer service channels.
Template · copy + adapt
Internal complaint email
Dear [supplier], I am formally complaining about [issue] on account number [X]. The events were: [describe in 3-4 sentences with dates]. The resolution I am seeking is [specific outcome]. Under Ofgem's complaint-handling standards, please confirm receipt within 5 working days and provide a final response within 8 weeks. If your final response is unsatisfactory, I will escalate to the Energy Ombudsman.
Why this works: Specific naming of Ofgem standards + the 8-week clock + the explicit escalation route signals you know your rights. Most suppliers reopen at this stage.
Step 2 · Escalate if no resolution in 8 weeks
Energy Ombudsman Service
Free + independent UK energy + comms ombudsman. Awards up to £10,000. Binding on the supplier. Decision typically within 3-4 months.
Time limit: within 12 months of final responseCost: FreeAwards: up to £10,000
UK time limits to know
8 weeks: firm's final response (FCA DISP) — then you can go to ombudsman
12 months: ombudsman complaint window from final response
6 weeks: Ofgem rule for credit-balance refunds once requested
SortedUK's Life Negotiator at /negotiate · energy includes UK complaint scripts for credit-balance refunds and social tariff requests for eligible low-income households.
Mobile / broadband — Ofcom + ADR
2 ADR schemes
UK telecoms providers must belong to either CISAS or Ombudsman Services: Communications (formerly Otelo). Both free + independent. Ofcom rules require providers to issue an "Alternative Dispute Resolution letter" (ADR letter) after 8 weeks of unresolved complaint.
Step 1 · Internal complaint
Email the provider's complaints team + ask for an ADR letter after 8 weeks
BT, Sky, Virgin, Vodafone, EE, Three: all have published complaints procedures. Use "[provider] complaints" in search.
Template · copy + adapt
Internal complaint email
Dear [provider], I am formally complaining about [issue] on account [X]. The events were: [3-4 sentences with dates]. I am seeking [specific outcome]. Under Ofcom's General Conditions C4, please confirm receipt within 5 working days and provide a final response within 8 weeks. If unresolved, please issue an ADR letter so I can escalate to [CISAS or Ombudsman Services: Communications], whichever scheme you belong to.
Why this works: Naming Ofcom GC C4 + asking explicitly for the ADR letter shows you know the process. Telcos count on customers not knowing they can demand the ADR letter.
Step 2 · Escalate after 8 weeks or with ADR letter
CISAS or Ombudsman Services: Communications
UK telcos must belong to one. Check which on your bill or the provider's site. Both free + independent. Awards up to £10,000.
Time limit: within 12 monthsCost: FreeAwards: up to £10,000
SortedUK's /negotiate · broadband includes bill-reduction scripts and guidance on broadband social tariffs for eligible low-income households. The mobile section includes SIM-only negotiation scripts and PAC code guidance (text PAC to 65075 — a 60-second UK legal right).
Bank / credit card / loan / insurance — FCA + FOS
~36% upheld at FOS
The Financial Ombudsman Service (FOS) is the most-used UK ombudsman. Covers banks, credit cards, loans, mortgages, insurance, pensions. ~36% of complaints upheld in customer's favour. Awards up to £445,000 (since April 2024).
Step 1 · Internal complaint
Use the firm's official complaints procedure
Every FCA-authorised UK firm must have a published complaints procedure. Find it via "[firm] complaints" or check their FCA register entry at register.fca.org.uk.
Template · copy + adapt
Internal complaint email (financial)
Dear [firm], I am formally complaining about [issue]. Account/policy reference: [X]. Events: [3-4 sentences with dates]. Resolution sought: [specific outcome]. Under FCA DISP rules, please acknowledge within 5 working days and provide a final response within 8 weeks. If your final response is unsatisfactory, I will refer this complaint to the Financial Ombudsman Service.
Why this works: FCA DISP is the statutory complaints rulebook. Firms pay a £750+ case fee to FOS regardless of who wins — so the mention of FOS escalation strongly incentivises them to reopen + offer something.
Step 2 · Financial Ombudsman Service
FOS
Free + independent UK financial services ombudsman. Bound to decide on "fair and reasonable" basis, not strict legal interpretation. Awards up to £445,000.
Time limit: 6 months from final responseCost: FreeAwards: up to £445,000
For card claims under /insurance-claims — Section 75 (Consumer Credit Act 1974) gives joint liability on credit card spend £100-£30,000. Often faster than complaining for goods/service failure.
UK letting agents must belong to an approved redress scheme (TPO, PRS, Property Redress Scheme). Tenancy deposits must be in TDS, DPS or MyDeposits. Knowing which one your agent uses is the key.
Step 1 · Internal complaint to agent or landlord
Letter or email with photo evidence
Wait 8 weeks for response.
Step 2 · Escalate to redress scheme
The Property Ombudsman (TPO) or Property Redress Scheme (PRS)
Free + independent. Awards up to £25,000. Most UK letting agents are with TPO.
Time limit: 12 monthsCost: FreeAwards: up to £25,000
Deposit dispute — separate route
Tenancy Deposit Scheme (TDS / DPS / MyDeposits)
Every UK tenancy deposit must be protected in one of these 3 schemes. Each has a FREE dispute resolution service. Check your tenancy agreement to see which.
UK social landlords (councils + housing associations) must follow a 2-stage internal complaints procedure + then offer escalation to the Housing Ombudsman Service. HOS upheld ~52% of complaints in 2024.
Step 1 + Step 2 · Internal complaint (2-stage)
Stage 1: caseworker review (typically 10 working days)
Stage 2: senior manager review (typically 20 working days). Get the Stage 2 final response in writing — this is what HOS requires.
Step 3 · Housing Ombudsman Service
HOS
Free + independent UK social housing ombudsman. Powers to order repairs, compensation, apology + service-improvement. Strong on damp + mould + disrepair following the Awaab's Law amendments.
If your UK council takes too long, refuses without lawful reason, or fails its statutory duty, the Local Government & Social Care Ombudsman (LGSCO) can review free + independently. Welsh: Public Services Ombudsman Wales. Scottish: SPSO.
Step 1 + 2 · Internal council complaint (2-stage)
Stage 1: caseworker (10 working days)
Stage 2: senior officer review (20 working days). LGSCO requires the council's internal complaints procedure to be exhausted first.
Step 3 · Local Government & Social Care Ombudsman
LGSCO (England)
Free + independent UK statutory body. Reviews council complaints across housing, council tax, social care, education, planning, parking + more. Can recommend compensation, formal apology, service-improvement actions. Councils almost always comply.
Time limit: 12 months from incidentCost: FreeAwards: compensation + service orders
SortedUK's /council-services covers UK council services in plain English with full statutory timelines + the LGSCO escalation route.
NHS, GP & Hospital Complaints — PHSO
Free + statutory
UK NHS complaints follow a statutory process. Start with the trust's PALS (Patient Advice and Liaison Service), then make a formal complaint to the trust if needed. If the issue remains unresolved, you can escalate it to the Parliamentary and Health Service Ombudsman (PHSO).
Step 1 · PALS (Patient Advice + Liaison Service)
Quick informal resolution route
Every NHS trust has a PALS team that can help resolve concerns quickly without the need for a formal complaint. Search for "[trust name] PALS" to find the correct contact details.
Step 2 · Formal NHS complaint to trust
Written complaint to the trust's complaints team
UK NHS Constitution gives you a statutory right to complain. Response target: 6 months (often within 2-3 months).
Step 3 · PHSO
Parliamentary & Health Service Ombudsman
A free and independent UK statutory body that reviews NHS complaints once the trust's internal complaints process has been completed. The PHSO can recommend apologies, service improvements and, in some cases, compensation.
Time limit: 12 months from incidentCost: FreeAwards: orders + recommendations
Retail / faulty goods — Consumer Rights Act 2015
Strong UK statutory rights
UK statutory rights under Consumer Rights Act 2015: goods must be of satisfactory quality, fit for purpose + as described. Services must be carried out with reasonable care + skill. You have 30 days for a short-term right to reject (full refund); 6 months for the trader to prove fault wasn't pre-existing.
Step 1 · Formal complaint to retailer
Email referencing Consumer Rights Act 2015
UK retailers know this Act well + most settle quickly to avoid escalation.
Template · copy + adapt
Faulty goods complaint
Dear [retailer], I am exercising my rights under the Consumer Rights Act 2015. On [date] I purchased [item] (order ref [X]). The product is [describe fault] which means it is not of satisfactory quality / not fit for purpose / not as described. I am seeking [full refund / replacement / repair]. Please confirm your action within 14 days. If unresolved I will escalate via my card provider under Section 75 of the Consumer Credit Act 1974 (credit card) or chargeback (debit card) and/or take action via the Small Claims Court.
Why this works: Specific naming of Consumer Rights Act 2015 + Section 75 escalation route shows you know your rights. 14-day deadline creates urgency.
Step 2 · Section 75 chargeback or Small Claims
Section 75 of the Consumer Credit Act 1974
If you paid £100-£30,000 by credit card, your card provider is jointly liable with the retailer. File a Section 75 claim with your card provider (free). For debit card: chargeback (less protected but free).
Small Claims Court: up to £10,000 (England + Wales), £5,000 (Scotland), £3,000 (NI). Apply online: gov.uk/make-court-claim-for-money. Fee £35-£455.
UK train delays: Delay Repay (25%/50%/100% refund tiers from 15 minutes). UK flights: post-Brexit UK261 (£220-£520 for 3+ hour delay or cancellation within 14 days). UK coaches: most belong to AviationADR or RetailADR.
Trains · Delay Repay claim
Online claim within 28 days of journey
Most UK rail operators auto-claim via Trainline / LNER Smart. Otherwise submit a Delay Repay form with ticket photo + journey details. 15-min delay: 25% refund. 30-min: 50%. 60-min+: 100%.
Flights · UK261 claim
Direct to airline within 6 years
UK261 (post-Brexit version of EC261) applies to UK departures + UK-airline arrivals. 3+ hr delay = £220-£520. Cancelled less than 14 days = £220-£520. Denied boarding = up to £520. Never use a claims-management firm — they take 20-40% of your payout.
Escalation · AviationADR or Rail Ombudsman
Airlines: Aviation ADR or CEDR for unresolved claims. Free. Rail:Rail Ombudsman 0330 094 0362.
SortedUK's /lost-luggage + /insurance-claims have UK261 flight delay calculations + Montreal Convention luggage claim templates.
Employer / workplace — ACAS + Tribunal
36% claimant success
UK employment disputes go through ACAS Early Conciliation first (mandatory before Employment Tribunal). Strict 3 months minus 1 day deadline from the incident to file. ~36% of UK ET claims succeed (HMCTS 2024).
Step 1 · Internal grievance
Written grievance using employer's procedure
Reference your employee handbook or contract for the grievance process. Wait for the formal grievance hearing + appeal.
Step 2 · ACAS Early Conciliation (mandatory)
Free + independent UK statutory body
Phone 0300 123 1100 or apply online. Free 6-week conciliation period. If unresolved, ACAS issues the certificate needed to file at Employment Tribunal.
Step 3 · Employment Tribunal
UK Employment Tribunal
Free to apply (no fee since 2017). Covers unfair dismissal, discrimination, unpaid wages, breach of contract, redundancy. Hearings typically 6-18 months out. Awards: unlimited for discrimination, capped by statutory limits otherwise.
Time limit: 3 months minus 1 dayCost: FreeAwards: statutory + uncapped on discrimination
SortedUK's /employment covers UK statutory rights + redundancy + tribunal claims. /crisis-mode · job loss for emergency UK money routes.
How to use this page. Pick your sector. Send the internal complaint. Wait the 8 weeks. Then escalate to the named ombudsman. Every UK ombudsman is FREE + INDEPENDENT + the decision is BINDING on the firm. SortedUK is not a complaints-management firm. We don't take any cut of your award. Everything here is sourced to the UK statutory regulator or scheme.
One letter. Eight weeks. Free escalation.
UK complaint rights are the strongest consumer protections in Europe. Almost no one uses them. Be the one who does — and save your case to Passport so you can track it through to resolution.