Ombudsman complaint | ConsumerWise

Before submitting

Start by defining what you want the ombudsman or ADR scheme to decide.

An external complaint should normally be narrower and more structured than the correspondence that came before it. Identify the provider’s final position, list the issues requiring a finding, attach the decisive evidence and state the outcome you seek. Do not assume the scheme can award every remedy a court could.

Check eligibility and time limits before drafting.
Use one numbered issue for each distinct question you want determined.
For each issue, point to the evidence and the provider’s final response.
Explain impact separately from the underlying service failure.

Editable template

Ombudsman / ADR complaint

Use this as the main written case summary submitted to an ombudsman or ADR scheme.

How to edit it: replace everything in square brackets with your own details. If a bracketed paragraph does not apply, delete it before sending.

Case/complaint reference: [reference]
Provider/organisation: [name]
Final response/deadlock date: [date]

1. Complaint summary
I am asking [ombudsman/ADR scheme] to consider my complaint about [short description].

2. Issues requiring a decision
Issue 1: [precise issue]
My position: [brief explanation]
Provider’s position: [brief explanation]
Key evidence: [document/date/reference]
Why I say the issue should be upheld: [plain-English reason]

Issue 2: [precise issue]
My position: [brief explanation]
Provider’s position: [brief explanation]
Key evidence: [evidence]
Why I say the issue should be upheld: [reason]

[Add/remove issues as needed.]

3. Important chronology
[Date]: [material event]
[Date]: [material event]
[Date]: [material event]

4. Impact
[Financial loss: £amount and explanation]
[Practical inconvenience/time/distress: concise factual explanation]
[Other relevant consequence]

5. Resolution sought
I ask the scheme to consider requiring/recommending that the provider:
• [correct/refund/restore/take specific action];
• [correct records or provide an explanation]; and
• [consider appropriate financial or non-financial redress within the scheme’s powers].

6. Evidence supplied
E1: [document]: [what it shows]
E2: [document]: [what it shows]
E3: [document]: [what it shows]

I have tried to keep the complaint to the issues that require a decision. If the provider introduces a materially different factual account or new evidence, I ask for a fair opportunity to comment on it before the complaint is decided.

[Your name]
[Date]

Keep control of scope

A provider response can subtly reframe the complaint.

When the scheme sends you the business response, compare it with your numbered issues. If Issue 3 has become “general customer dissatisfaction”, restate the exact question and explain that it has not yet been answered.

Official & related guidance

Check the route that applies to your situation.

Check the linked guidance before sending. Rules, complaint stages and time limits can differ by sector.