Complaints

How to Write a Letter to the Ombudsman

To write a letter to an ombudsman, identify the correct scheme, explain your unresolved complaint, include the business's response and state the outcome you want.

When to use this template

Use this escalation template after complaining to the business and checking the relevant ombudsman or ADR scheme's eligibility rules. For your first complaint to a business, use our formal complaint letter instead.

Which ombudsman should I write to?

There is no single UK ombudsman for every complaint. Banks, insurers and eligible financial businesses fall within the Financial Ombudsman Service. Gas and electricity supplier complaints in Great Britain can fall within the Energy Ombudsman. Phone and broadband providers use Communications Ombudsman or CISAS, depending on their membership.

A search for the utilities ombudsman does not identify one scheme for every utility. Water complaints, Northern Ireland energy complaints, public services and housing can have different routes. Check the business's complaints policy and the relevant official scheme before addressing your letter.

What should an ombudsman complaint letter include?

Give your contact details, the business name, account or complaint reference, the date you first complained and a short chronology. Explain what remains unresolved, how it affected you and the remedy you are asking the scheme to consider.

Attach the final response or deadlock letter if you have one. If the applicable waiting period has expired without a response, explain that instead. List the supporting documents and distinguish evidence from your recollection.

When can I escalate my complaint?

The rules depend on the sector. Energy Ombudsman currently specifies eight weeks unresolved or earlier deadlock. Telecoms complaints first raised on or after 8 April 2026 normally use six weeks, or earlier deadlock; earlier complaints normally retain eight weeks.

Most financial complaints allow eight weeks for the business to respond, with shorter periods for some payment-related complaints. A Financial Ombudsman referral is normally due within six months of the final response, subject to exceptions. Check the official rules for your case.

For gas or electricity disputes, use the Energy Ombudsman complaint letter.

For phone or internet disputes, use the communications ADR letter template after checking your provider's scheme.

For banks, insurance or eligible finance complaints, see the Financial Ombudsman complaint form and postal guide.

Not sure what the supplier's response means? Read the deadlock letter guide.

For installation or renewable-energy disputes, read our solar panel complaint guide rather than assuming the Energy Ombudsman covers the issue.

The template

[Your full name]
[Your postal address]
[Your email or telephone]
[Date]

To: [Correct ombudsman or ADR scheme]
Re: Complaint about [business] - [complaint/account reference]

Dear [case team],

I am asking you to consider my unresolved complaint about [business and service].
I first complained to the business on [date], reference [reference].
[It issued a final response/deadlock letter on date, attached / The applicable waiting period has passed without a resolution.]

The problem is [brief factual description].
The key events are:
- [Date: event and relevant evidence]
- [Date: action taken by the business]
- [Date: my response and what remains unresolved]

The business's position is [summarise fairly]. I disagree because [specific reasons supported by evidence].
This has affected me by [actual financial or practical impact].

I would like you to consider [a specific remedy and why it would put things right].

I enclose copies of [original complaint, final response, relevant statements, correspondence and other evidence].
Please confirm receipt and let me know if you need further information or a completed official form.

Yours faithfully,
[Your full name]

Prefer to write your own from scratch? write a letter online.

Tips for using this template

1Replace every placeholder and remove any paragraph that does not describe your experience. Keep the wording factual and in your own words.
2Include a dated timeline, your original complaint reference, the business's response and an indexed list of relevant evidence. Send copies, not irreplaceable originals.
3Explain the effect on you and the practical outcome you want. Do not invent legal arguments, promise a compensation amount or include unnecessary sensitive information.
4Check the scheme's current eligibility, address and submission instructions. Keep copies of your submission and confirmation.
5The ombudsman's service is free. Our printing and postage is optional, not a fee to open or win a complaint. This template is general information, not legal advice.

Frequently asked questions

How do I start a letter to the ombudsman?

Identify the business and complaint reference, state when you first complained and explain why the case is eligible for escalation. Then summarise the unresolved issue and requested remedy.

Do I need to pay to complain to an ombudsman?

Consumer ombudsman services are free. You can use the scheme's official submission channels without buying our optional printing and postage service.

Can I complain without a deadlock letter?

Often yes, once the scheme's applicable waiting period has expired. Check the specific scheme's rules rather than assuming every complaint has an eight-week deadline.

Does sending a letter guarantee the ombudsman will accept my case?

No. The scheme decides eligibility and may require an official form or further evidence. A postal receipt proves posting, not that your case has been accepted or will succeed.

Ready to send? Post it without leaving home.

Personalise this template in our editor. We print on 100gsm paper, fold, seal and post via Royal Mail. From £2.99, with same-day despatch normally available before 2:30 pm UK time on working days. Review the final quote before paying.

The ombudsman service is free. You do not need to pay us to complain. We offer optional printing and postage, not legal advice or representation.

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