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How to complain to an ombudsman How to complain

Summary

  • Try your best to resolve the problem directly with the company first

  • Keep copies of all correspondence and other evidence so that you can pass them on to the ombudsman later to back up your complaint

  • Make sure you follow an ombudsman's set procedure for making a complaint, otherwise they may not be able to consider it

To complain to an ombudsman about a company’s action

Step one

Try to resolve the dispute by contacting the company directly by explaining your problem and what you want done about it. If the company has its own internal complaints procedure, follow it.

Step two

If the company refuses to do what you ask to sort out the problem, ask it for a ‘letter of deadlock’ to show you have done all you can to try to resolve the complaint with it (see our sample letter on the next page). If the company does not respond to this final letter within a reasonable period of time (say, 14 days), take your complaint to the ombudsman.

Step three

Contact the ombudsman to find out how to submit a complaint. Different ombudsmen have different procedures – some may ask you to fill out a complaint form, with others you need only write a letter outlining your problem. If it’s the latter make sure you include the following information:

  • your name and address (or the name and address of the person making the complaint),
  • the name and address of the organisation the complaint is being made about,
  • details of what the complaint is about, including exactly what the company did that it shouldn’t have (or what it didn’t do that it should),
  • what you have lost in terms of personal injustice, financial loss, hardship or inconvenience,
  • what you would like the organisation to do to put things right, and
  • details of what you have done so far to try to resolve the complaint.

Include copies of any relevant letters, emails, invoices or receipts.

Step four

The ombudsmen will look at the evidence provided by both sides. They might contact you for more information, but there isn’t a hearing, as there is with a court case.

Once the ombudsman has made its decision it will write to you and the company with details of the ‘award’. If the award is in your favour (they agree with your complaint), this will include details of what the company must do to put things right.