They said this… · Complaints & ombudsmen

“Our complaints procedure has no appeal, so there is nowhere else to go”

Generally incorrect

No further internal complaint stage does not necessarily mean there is no external route.

Not sure which right applies? Check your situation →

Why this answer

What actually matters

  • The sector may have ADR, an ombudsman, regulator, statutory appeal, tribunal or court route.
  • Jurisdiction and referral deadlines matter.
  • The outcome you need should determine the route.

What you could say

Keep the response tied to the actual rule.

Evidence

What to have beside you

  • Original complaint with numbered issues
  • Final response or decision
  • Chronology and evidence index
  • A comparison showing which issues were answered, partly answered or omitted

If they still refuse

Move the dispute forward.

  1. Separate disagreement with an outcome from a factual/process error in how it was reached.
  2. Check the scheme’s jurisdiction, time limits and internal review/challenge route before escalating.
  3. Do not assume a regulator and an ombudsman perform the same function.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.Failure-to-answer analysisRead the full guide.Challenging a decisionRead the full guide.How ombudsmen workRead the full guide.