Try to resolve the dispute by explaining your problem and what you want done about it. If the company has its own internal complaints procedure, follow it.
If the company fails to respond to this final letter within a reasonable period of time (say, 14 days), you can take your complaint to the ombudsman.
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, while for others you need only write a letter outlining your problem.
If it’s the latter make sure you include the following information:
To find out more about what an Ombudsman is and what it does, watch this short video from the Financial Ombudsman.
The ombudsman will look at the evidence provided by both sides. It 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 (the ombudsman agrees with your complaint), this will include details of what the company must do to put things right.
Which? has launched a campaign to make complaints count in public services.
Research carried out by Which? reveals a third of people who have experienced a problem with public services in the past year didn't complain, with key reasons being not knowing who to complain to and thinking that it wouldn't be worth the effort.
The ‘Make complaints count’ campaign is calling on the government to pledge to be the champion of patients, parents and all users of public services.