The right scheme is the one with jurisdiction
Before building the merits of a complaint, prove that the business, activity, complainant and timing fall within the scheme's rules. Jurisdiction is the first decision point.
Before referral
Pass the scheme-fit test
An ombudsman name that sounds relevant may still lack jurisdiction. Check the business, activity, complainant, procedure, time limit and remedy.
Confirm the organisation or professional is covered.
Finish the internal procedure or meet the waiting rule.
Refer within the scheme deadline and preserve court limits.
Searchable directory
Ombudsmen and ADR schemes
Open the ConsumerWise profile for practical route guidance, then check current eligibility on the official scheme site.
Financial Ombudsman Service
Eligible complaints about banks, lenders, insurers, payment providers and other financial businesses after the firm has had the opportunity to respond.
Communications Ombudsman
One of Ofcom's approved ADR schemes for participating communications providers. Check which scheme the provider belongs to.
CISAS
CEDR's approved telecom ADR scheme for participating providers. The provider's scheme membership determines the route.
Energy Ombudsman
Handles eligible unresolved complaints about participating energy suppliers and network operators after deadlock or the waiting period.
Housing Ombudsman
Handles eligible complaints about member landlords after the landlord complaint process. Its Complaint Handling Code is statutory.
Local Government and Social Care Ombudsman
Considers complaints about councils and certain adult social care providers in England, usually after the local complaint procedure.
Parliamentary and Health Service Ombudsman
Investigates eligible complaints about UK government departments and the NHS in England. Parliamentary complaints can require MP referral.
Public Services Ombudsman for Wales
Handles eligible complaints about public services in Wales and has additional functions concerning standards and social landlords.
Scottish Public Services Ombudsman
The final stage for complaints about most devolved public services in Scotland, normally after the organisation's procedure.
Northern Ireland Public Services Ombudsman
Investigates eligible complaints about public bodies in Northern Ireland after the relevant complaint procedure.
Legal Ombudsman
Handles eligible service complaints about legal service providers in England and Wales. Conduct concerns may instead belong with the professional regulator.
The Pensions Ombudsman
Investigates eligible complaints and disputes involving occupational and personal pension schemes, including some maladministration disputes.
Rail Ombudsman
Handles eligible unresolved passenger complaints involving participating rail service providers after the operator process.
The Motor Ombudsman
ADR for participating automotive businesses, with different codes and case types. Business accreditation and complaint scope matter.
The Property Ombudsman
Redress scheme for member sales, lettings and property businesses. Check membership, activity and time limits.
Furniture and Home Improvement Ombudsman
ADR for participating businesses in furniture, floor coverings and home improvement. Membership and scheme scope are essential.
No matching scheme was found. Try the sector, business type or nation.
Build the referral
Give the investigator a decision-ready file
A long complaint is not necessarily a strong one. Make the disputed issues, evidence and requested outcome easy to locate.
- Opening summary. Identify the respondent, complaint period, disputed outcome and remedy sought.
- Short chronology. Use dates, events and document references rather than a running narrative.
- Issue schedule. Separate each alleged failure, the evidence, the organisation’s response and why it remains unresolved.
- Loss and impact. Distinguish direct financial loss, avoidable inconvenience and any other remedy supported by the scheme.
- Core bundle. Include the complaint, final response, contract or policy, decisive records and a compact index.
After the decision
Read acceptance, finality and challenge rules carefully
Schemes differ. A recommendation, investigator view, provisional decision and final determination may have different effects.
| Question | Why it matters |
|---|---|
| Must you accept? | Some outcomes become binding on the business only if the consumer accepts. |
| Can you request review? | The scheme may permit comments or escalation before finalisation, but not a general appeal afterwards. |
| Does court remain open? | Acceptance can affect later action. Separately, an ombudsman complaint may not stop a legal limitation period. |
| Was every issue addressed? | Identify material evidence or complaint heads that the reasoning omitted. |