The impact of COVID-19 means some customers may experience delays in our service and we’d like to apologise if you're affected. We're working hard to ensure all cases are fully investigated and we'd like to thank you for your patience as we continue to adjust to these challenging times. You should Contact Us as soon as possible if your personal circumstances have changed or your services have been impacted.

What Does Ombudsman Services Do?

Find out more about what we do and how it works – we’ll help you understand when to get us involved with a complaint, and what you need to do first.

How to complain to us.

There are a few things you need to do before submitting a complaint to us.

Start by logging a formal complaint with your provider.

  • 1 Notice an issue with your provider.
  • 2 Contact your provider to log a formal complaint and supply evidence to support your case.
  • 3 Work with your provider to fix the problem. Get in touch and chase your provider for an update.
  • 4 Wait six to eight weeks for a resolution or deadlock letter.

Then you can escalate the complaint to us.

  • 5 You escalate the complaint to us and we'll help resolve it.
  • 6 We'll pass the details to your provider and they might resolve the issue at this stage. If not we'll propose what we consider a fair outcome based on the evidence from both parties.
  • 7 We ensure your provider complies with our resolution once you choose to accept it.

Why complain to us?

We are here to give independent and impartial decisions on complaints. We get complaints resolved as quickly as possible with the most appropriate outcome based on the evidence submitted.

Why complain

What could you expect from a resolution:

  • An apology.
  • An explanation of what went wrong.
  • A practical action to correct the problem.
  • A financial award (subject to a limit).
  • Recommendations to the company to avoid similar problems happening again.

Common questions about how to complain.

How does the Ombudsman investigate?

We assess the current situation to find a resolution based on the evidence submitted by both parties.

We review and resolve complaints about all sorts of things, such as: billing, customer service, installations/delays, switching suppliers, loss of service and sales.

We have a set of rules that govern the complaints we can and cannot accept for review. We’ll use these rules to assess your complaint to see if we can help.

How can Ombudsman help me?

We can review your complaint if your provider is signed up to our scheme and it fits within our rules. Resolutions normally include things such as: an apology, an explanation of what went wrong, a practical action to correct the problem, a financial award (subject to a limit) or recommendations to the company to avoid similar problems happening again.

Is the Ombudsman Service free?

Our service is free, impartial and simple to use.

What is a ‘deadlock letter’?

Sometimes, a company will write to you to explain it can do no more to assist with your complaint. This letter will include our contact details, which means you can escalate your complaint to us.

We call this a ‘deadlock letter.’ You must escalate your complaint within 12 months of receiving the letter.

What to do if you’re not happy with our decision.

If you reject our final decision you’ll be free to resolve your complaint by other methods, such as through the civil courts.

Understanding your rights.

There are some services you can contact if you want advice at any point during your complaint.

Your consumer rights