How to Complain to an Ombudsman in the UK

Resolve service failures and get fair compensation

Quick Answer

An Ombudsman is a free, independent dispute resolver. Different Ombudsmen cover: Financial (FOS—banks, insurance, mortgages), Property (TPO—lettings), Health (PHSO—NHS), and Public Services. First, complain to the organisation. If unresolved, escalate to the Ombudsman. They investigate, issue binding decisions, and award compensation (typically £500–£50,000+). No lawyer needed.

Types of Ombudsmen

Financial Ombudsman Service (FOS): Banks, credit cards, insurance, mortgages, pensions, investments. Covers up to £160,000 in compensation per case.

PropertyMark Ombudsman (TPO): Lettings agents and property managers. Covers disputes over deposits, fees, service quality.

Parliamentary & Health Service Ombudsman (PHSO): NHS complaints. Free but slower (months); very thorough.

Public Services Ombudsman (varies by region): Local councils, housing associations, utilities. Free and independent.

How to Complain

Step 1: Complain to the organisation first. Internal complaints department (usually 8 weeks to resolve). Request a "final response" letter. Keep all evidence.

Step 2: Escalate to Ombudsman. If unsatisfied, contact the relevant Ombudsman. Fill in their online form or send a letter. Include: your complaint, what the organisation said, why you disagree, what you want (money, apology, action). Attach supporting documents.

Step 3: Ombudsman investigates. They contact the organisation for their version. Usually resolved within 1–3 months. Complex cases take longer.

Step 4: Decision. Ombudsman issues a binding decision (on the organisation). If they uphold your complaint, you get compensation. If not, you're free to take other action (court, etc.), but the decision is final for the Ombudsman.

What the Law Says
Parliamentary & Health Service Ombudsman Act 1967
Established the Ombudsman scheme. Grants power to investigate complaints of maladministration and injustice. Decisions are binding on public bodies.
Financial Services and Markets Act 2000 (FSMA 2000)
Establishes FOS. Covers financial institutions. Ombudsman decisions are binding on firms; consumers can accept and receive compensation.
Enterprise Act 2002, Schedule 17
Grants enforcement powers to Ombudsmen. Failure to comply with a decision can result in court-ordered enforcement.
Is Ombudsman service really free? +

Yes, completely free. No cost to you, no hidden fees. Ombudsman funding comes from the organisations they regulate, not from consumers.

How long does an Ombudsman decision take? +

Usually 1–3 months for FOS; 6+ months for PHSO (NHS). Complex cases take longer. You'll get regular updates on progress.

What if the Ombudsman decides against me? +

You can take other action (small claims court, judicial review if an error of law occurred). But the Ombudsman decision is binding and highly persuasive—reversal is rare.

Can the organisation refuse to accept the decision? +

No. Ombudsman decisions are binding. If they refuse to pay, you can enforce via court. Organisations risk regulatory action and reputational damage if they don't comply.

Do I need a lawyer? +

No. Most complaints are handled without legal representation. Some people hire lawyers for complex cases, but Ombudsman process is designed to be accessible to individuals.

File an Ombudsman Complaint