Ombudsman and dispute scheme complaints
Many businesses belong to an independent ombudsman or dispute resolution (ADR) scheme. We check that the complaint qualifies, present it with the evidence, and answer the business's response.
What these schemes do
An ombudsman or ADR scheme looks at a complaint independently once the business's own complaints process has ended. Most are free for consumers to use. If the scheme upholds the complaint, it can usually require the business to apologise, put things right or pay compensation, and in most schemes the decision is binding on the business if you accept it. If you do not accept it, you can usually still go to court.
In some sectors, such as energy and phone and broadband, businesses must belong to an approved scheme. In others, membership is voluntary, so the first step is to check whether the business has signed up and to which scheme.
Deadlock letters and waiting periods
You normally have to complain to the business first and give it a set time to resolve the complaint. You can then go to the scheme when either the waiting period has passed or the business has sent its final response. A final response that says the business cannot do any more is often called a deadlock letter. The waiting period is not the same everywhere, and most schemes also set a time limit for coming to them, often 12 months from the business's final response. The details below are a summary. Each scheme's own rules decide whether a complaint is accepted.
Which scheme, and when
| Scheme | Covers | When you can usually apply |
|---|---|---|
| Energy Ombudsman | Energy suppliers, heat networks, network operators and some other energy businesses | 8 weeks after your complaint, or sooner with a deadlock letter. Within 12 months of the supplier's deadlock or 8-week letter. |
| Communications Ombudsman | Mobile, broadband, landline and pay TV providers that belong to it | 6 weeks after your complaint (reduced from 8 weeks from 8 April 2026), or sooner with a deadlock letter |
| CISAS | Phone and internet providers that belong to it. Run by CEDR. | 6 weeks after your complaint, or sooner if the complaint reaches deadlock |
| The Motor Ombudsman | Garages, dealers and manufacturers accredited to its codes of practice | 8 weeks after your complaint, or once you have the final response. Within 12 months of the final response. |
| Furniture & Home Improvement Ombudsman | Furniture, home improvement and related businesses that are members | 3 months after your written complaint, or sooner with a deadlock letter |
| Rail Ombudsman | Train companies and other rail service providers in the scheme | 40 working days after your complaint, or sooner with a final response. Generally within 12 months of the final response. |
| The Property Ombudsman | Estate agents, letting agents and other property businesses registered with it | 8 weeks after your complaint, or once you have the final viewpoint letter. Within 12 months of the final response. |
| Dispute Resolution Ombudsman | Disputes about goods and services with member businesses in a range of sectors | After the business's own complaints process has ended. Check the scheme rules. |
| RetailADR | Retail disputes with participating traders, such as faulty goods, returns and delivery problems | After the trader's own complaints process has ended. Check the scheme rules. |
| CEDR | A range of sector schemes, including CISAS and one of the two CAA-approved schemes for airlines | Depends on the scheme |
Flight complaints follow their own route. See flight delays and cancellations.
Why the first complaint matters
A scheme usually looks only at the issues you raised with the business first. If something was left out of the original complaint, the scheme may send you back to the business with it, and the clock starts again. We therefore write, or tighten, the complaint to the business with the scheme in mind: what went wrong, the evidence, the rules or code the business has not followed, and the remedy you want.
What we do
- Identify the right scheme, check that the business belongs to it, and work out the deadlines
- Write or tighten the complaint to the business so it qualifies for the scheme
- Prepare the submission to the scheme with a clear timeline and evidence, and send it on your written authority where the scheme allows a representative
- Respond to the business's case and to any provisional view
- Explain the final decision and what accepting or rejecting it means
What we do not do
- Take complaints to the Financial Ombudsman Service
- Take housing disrepair complaints to the Housing Ombudsman or any other body
- Handle complaints about car finance, or about vehicle warranties sold as insurance
- Receive any award for you. The business pays you directly.
Financial and housing disrepair complaints
Complaints to the Financial Ombudsman Service seeking money, and housing disrepair claims, are claims management activities that only businesses authorised by the Financial Conduct Authority may carry out. We are not authorised, so we do not handle them in any form. You can take a complaint to the Financial Ombudsman Service yourself without charge, and Citizens Advice can help with problems about repairs to your home.
Common questions
What is a deadlock letter?
It is the business's final response to your complaint, saying it will not do any more and telling you which scheme you can go to. Once you have it, you can usually go straight to the scheme without waiting for the full waiting period to pass.
Am I bound by the ombudsman's decision?
Usually not, unless you accept it. In most schemes, a decision you accept binds the business. If you reject it, you can usually still take the dispute to court.
The business does not belong to any scheme. What now?
The next step is usually a letter before claim and, if that does not resolve it, a small claim. A business that refuses a reasonable offer of mediation or other dispute resolution may find the court takes that into account.
Our status
Appeal Specialists is an independent consultancy, not a law firm. We are not solicitors or barristers and we are not regulated by the Solicitors Regulation Authority or any other legal regulator, so you cannot complain about us to the Legal Ombudsman.
We provide non-reserved legal services only. We do not conduct litigation, file or serve court documents, or accept service of court documents for you. Where the law allows, we can speak for you at a small-claims hearing or a tribunal, but only with your agreement and, at small-claims hearings, only if you attend.
What you tell us is not protected by legal professional privilege. We never hold your money. We work on matters in England and Wales only. We do not guarantee any outcome.
All correspondence by email
We deal with everything in writing, so every point and every deadline is on the record. If you are replying to a letter from us, please quote our reference.