Going to an Ombudsman: The 8-Week Rule
If a company has not sorted your complaint within 8 weeks, you can usually take it to a free ombudsman. For phone and broadband it is now 6 weeks.
Many people give up on a complaint because the company stops replying or keeps saying it is "looking into it". You do not have to wait forever. In many sectors, once a set time has passed, a free and independent ombudsman or dispute scheme can step in.
The Deadlines by Sector
Banks, Cards, Loans and Insurance
The business has up to 8 weeks to give a final response, or 15 days for complaints about payment services and scams. Then go to the Financial Ombudsman Service, within 6 months of the final response.
Gas and Electricity
After 8 weeks, or sooner if the supplier sends a "deadlock" letter, go to the Energy Ombudsman. You have 12 months from a deadlock letter.
Phone and Broadband
Since 8 April 2026, Ofcom lets you go to your provider's dispute scheme after 6 weeks (it used to be 8), or sooner with a deadlock letter.
Airlines
After 8 weeks, or after a final response, go to the airline's dispute scheme or, if it has none, the Civil Aviation Authority.
Not sure which ombudsman covers your problem? Use our ombudsman finder.
How to Make the Clock Start
- Make a clear, written complaint. Use the word "complaint" and say what you want the company to do.
- Keep the date. The weeks run from when the company received your complaint.
- Ask for a final response or a deadlock letter if the company says it cannot do any more. See what is a deadlock letter?
- Go to the ombudsman once the time is up. It is free, and you do not need a lawyer or a claims company.
- How to complain (Financial Ombudsman Service, checked 18 October 2026)
- Our dispute resolution process (Energy Ombudsman, checked 18 October 2026)
- Quicker complaints resolution and more money in your pocket when things go wrong (Ofcom, 8 April 2026)
- Delays (Civil Aviation Authority)
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