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Compare UK Complaint Routes

When a complaint to a company does not resolve your issue, there are several escalation routes available depending on the sector. This table compares the main options.

Tip: scroll the table sideways to see all columns →

FeatureFinancial OmbudsmanEnergy OmbudsmanOfcom / ADRPHSO
Sectors coveredBanks, insurers, lenders, financial advisersGas and electricity suppliersTelecoms, broadband, postal servicesNHS England, government departments
Free to use
Binding decisionYes (if you accept)Yes (if you accept)Yes (via ADR scheme)Recommendations only
Time limit to refer6 months from final response12 months from complaint12 months via ADR12 months from awareness
Deadlock letter neededOr 8 weeks without responseOr 8 weeks without responseOr 8 weeks without responseUsually must exhaust NHS process first
Can award compensationUp to £430,000Up to £10,000Varies by ADR schemeCan recommend compensation
Typical decision timeframe3–6 months (complex cases longer)6–8 weeks after referral4–8 weeks via ADR scheme12–24 months for full investigation
Cost to complainantFreeFreeFree via ADR schemeFree

Always complain to the company first and allow them the required time to respond before escalating.

Disclaimer

The information on this page was correct at the time of writing. Amounts, thresholds, and rules may change. Always check the latest official guidance.