Going to an ombudsman: choosing the right complaints service

What an ombudsman does

An ombudsman is an independent complaints service. It considers evidence from you and the organisation, then decides what it can investigate and whether something should be put right. It does not take your side or the organisation’s side. The service is free to use; you do not have to pay a solicitor or claims company to bring a complaint. Each scheme covers particular organisations and issues, and not every complaint will be investigated.

Start with the organisation

Usually, first complain to the organisation responsible and follow its complaint stages. Keep your complaint, the date it was received and each response. Ask for a final response when the process ends. Some businesses call this a deadlock letter: it means they cannot resolve the disagreement. You may also be able to approach the relevant scheme when an organisation takes too long. The waiting period depends on the scheme; there is no single eight-week rule for everything.

NHS services: Public Service Ombudsman

For unresolved complaints about NHS services in England, including relevant ICB complaints, contact the Public Service Ombudsman directly after the local process. An ICB is an integrated care board. You do not need an MP referral for an NHS complaint. The usual limit is 12 months from becoming aware of the problem, not 12 months after the final response. Contact the Ombudsman promptly if delay or illness has affected this; exceptions can be considered. CHC eligibility has additional review steps, explained in our CHC challenge guide.

A recent change of name

On 1 October 2026 the Parliamentary and Health Service Ombudsman changed its name to the Public Service Ombudsman. Its powers and complaint routes stayed the same. Older letters and guidance may use the previous name or the letters PHSO. They refer to the same organisation.

UK government services: usually through an MP

Complaints about UK government services normally go through the department’s complaint stages and then need referral by a Member of Parliament, called an MP. You should normally get the complaint to your MP within 12 months of knowing about the problem. Ask for help early if time is running out. There are exceptions: qualifying Victims’ Code complaints can now go directly to the Public Service Ombudsman without an MP referral. A complaint about service quality is different from a benefit decision appeal or another statutory review.

Councils and adult social care

The Local Government and Social Care Ombudsman, or LGSCO, can consider many council-service complaints and complaints about privately arranged adult social care. Usually complain to the council or care provider first. The usual limit is 12 months from first knowing about the problem. If the organisation is not replying, contact LGSCO for advice: it generally considers up to 16 weeks a reasonable response period, but some statutory processes take longer. It can sometimes consider matters earlier. Do not wait to seek urgent help where safety or essential care is at risk. If NHS and social care issues overlap, ask whether a joint investigation is appropriate.

Housing: check which ombudsman

The Housing Ombudsman considers complaints about landlords in its scheme, including council and housing-association landlords. Examples include repairs and how the landlord handles a complaint. Council homelessness functions and statutory housing-allocation schemes generally fall to LGSCO instead. The route depends on the function, not just the organisation’s name. Use any relevant statutory review or appeal promptly. For Housing Ombudsman investigation, normally complete the landlord’s two-stage process and refer within 12 months of the stage 2 response. It can also help when the landlord is not responding.

Banks, insurance and other financial services

The Financial Ombudsman Service considers eligible complaints about financial businesses, including some banking, insurance, credit and scam-reimbursement disputes. Complain to the business first. Most businesses have eight weeks to respond; some payment-related complaints have shorter limits. You can usually refer after the final response or the applicable waiting period. Normally refer within six months of the final response. Other limits also apply to older events, so check its time-limit guide immediately rather than waiting for the six months to expire.

Solicitors and legal services

The Legal Ombudsman considers eligible complaints about legal-service providers, such as poor service or fees. Give the provider a chance to respond first. You can normally approach the Ombudsman after its final response or after eight weeks. Generally, the complaint must be within one year of the problem or when you became aware of it, and within six months of the provider’s final response. Exceptions are limited. A professional-conduct report to a regulator is a different route and does not automatically preserve a service-complaint deadline.

Gas and electricity

For a dispute within the Energy Ombudsman’s scheme, complain to the energy company first. You can usually take it further after a deadlock letter or eight weeks without resolution. Refer within 12 months of receiving a deadlock letter. Check whether the company and the particular issue are covered. Ask the scheme about urgent access needs and any deadline for sending your evidence after registration.

Phone and broadband

Phone and broadband providers must belong to an approved alternative dispute resolution scheme, called ADR. Ofcom currently approves Communications Ombudsman and CISAS. Use the scheme your provider belongs to. Since 8 April 2026, eligible unresolved complaints can normally go to ADR after six weeks, or earlier with a deadlock letter. Ofcom’s guidance also sets a 12-month limit after the deadlock letter. Check the provider’s complaints code and the scheme’s current instructions. Ofcom itself does not decide individual billing disputes.

Other purchases and services

Not every trader belongs to an ombudsman or other independent dispute scheme. Check the final response and the Ombudsman Association directory, choosing a scheme that covers England and your issue. The Association lists schemes; it does not investigate your complaint or review its members’ decisions. Our consumer-rights guide explains help with shopping and services. Be cautious about adverts offering to handle an ombudsman complaint for a fee.

Prepare the handover

Explain the main unresolved points, what happened and when, the effect on you and what would put matters right. Include the original complaint, final response, a short timeline and relevant evidence. Identify factual mistakes or unanswered questions. Keep your own copies and proof of submission. Use the scheme’s official contact details and secure submission route. Do not send passwords, PINs or unnecessary personal details. The worksheet below helps organise a handover after the local complaint process.

Ask for help to take part

Tell the service what would help: Easy Read, a telephone explanation, more time, your communication aid, accessible documents or a named contact. Ask it to confirm agreed adjustments. You can ask a trusted person or advocate to help. If someone acts for another adult, the scheme will need appropriate permission or authority; being a relative does not automatically give unlimited authority. The Public Service Ombudsman provides Easy Read forms, and free NHS complaints advocacy may help with NHS matters.

What happens after you submit

The scheme first checks whether it covers the organisation and issue, whether complaint stages and deadlines are met, and whether it should investigate. It may ask for more information or try to resolve the dispute. Keep to any evidence or response deadlines and request adjustments promptly. Explain immediately if you cannot meet a date; do not assume an extension has been agreed. Ask when you should expect the next update, rather than assuming every investigation takes the same time.

Possible outcomes and accepting a decision

Depending on its powers, an ombudsman may recommend or require an apology, explanation, correction, payment or service improvement. A payment is not guaranteed. Read the outcome and any acceptance deadline carefully. For example, accepting a Financial Ombudsman final decision makes it binding and is likely to prevent a further court claim for more compensation about the same complaint. Get advice if you are unsure before accepting a settlement or binding decision.

A complaint is not an appeal or emergency response

An ombudsman does not automatically replace a tribunal appeal, court claim, urgent safeguarding action or clinical care. Using a complaint process does not automatically pause separate legal deadlines or stop changes to care, housing or benefits. Tell the responsible service about immediate risks and seek appropriate urgent help. Ask a solicitor promptly where essential support, a home or a legal deadline is at risk.

If you disagree with the ombudsman

Ask for its explanation and any available review route, including the deadline and permitted reasons. Disagreeing with the result does not necessarily give a right to a new investigation. A complaint about the ombudsman’s own service is different from challenging its decision. Do not assume the Ombudsman Association can overturn it. Specialist legal advice may be needed for a court challenge, and time limits can be short.

Taking your complaint to an ombudsman

What an ombudsman does

Use the organisation’s complaints process

Find the right ombudsman

Deadlines and asking for support

Decisions and urgent problems

What you can do next

More useful links