Using our services

Before Ombudsman Services can become involved in a complaint about a participating company, it must first be given the opportunity to sort the dispute out.

Companies have their own complaints procedures – a company will usually explain to consumers how to complain on its website or provide a written copy of its complaints procedure.

Consumers need to complain to a company within 12 months of becoming aware of the issue. Companies have eight weeks to respond to a complaint, after which complaints can be referred to Ombudsman Services for investigation.

We can only consider a complaint after the company has had a chance to resolve it.

We can consider a complaint if:

Eight weeks have passed and it has been difficult to register a complaint with the company, or it failed to reply within the eight weeks, or it offered an unsuitable resolution.

The company has sent a final response saying that it will no longer be considering a complaint. The letter could say, for example, that the company cannot do anything more about the problem and this is its final position.

Consumers should come to us as soon as possible after eight weeks have passed or they have received a final response from the company stating that it would not be considering a complaint.