Complaining
Asking for a final Ombudsman decision
If you disagree with the investigator's view, you can still escalate to an Ombudsman for adjudication.
What this problem looks like
- The investigator's view is final unless you ask for the next stage, and the deadline is short.
- You accept part of the view and disagree with part.
What you are trying to establish
- Exactly which parts of the view you accept and which you do not — narrowing helps.
- The legal, regulatory and fairness basis for each disagreement.
- The outcome you want the Ombudsman to direct, in terms that can actually be implemented.
Evidence to collect
- Your annotated view and the issues-not-answered table.
- The documents relied on, numbered.
- Any new material, with an explanation of why it was not available earlier.
What to ask for
- A final decision by an Ombudsman under DISP.
- A determination on each disputed issue, not only the overall outcome.
- The specific redress sought, quantified.
What a useful answer looks like
- A final decision addressing each issue, with reasons, whether or not it goes your way.
What an inadequate answer looks like
- A decision that is silent on an issue you specifically asked to be determined — worth raising immediately, within the response window.
What this does not do
- The Ombudsman applies what is fair and reasonable in all the circumstances. It is not a court and it does not determine title or set precedent.
- Accepting a final decision normally ends the matter and prevents pursuing the same complaint in court.
Next escalation
- If the complaint is outside jurisdiction, or the dispute genuinely turns on documents and title, court is the remaining route — take advice first.
Example letters for this stage
- Request for a final decision by an Ombudsman — A short, structured request for the case to move from investigator to Ombudsman.
Official sources
Elsewhere in this archive
More on: Complaining
This is information, not legal advice
Nothing here is legal advice and no professional relationship arises from reading it. Time limits apply to complaints and to court steps. Free help is available from Citizens Advice, StepChange and Shelter.