Complaints · UK and US
How to complain, and who to escalate to
Complain to the company in writing first and keep a reference. In the UK most regulated firms then have 8 weeks (6 weeks for broadband and phone complaints from 8 April 2026, 15 days for bank scam complaints) before you can go to a free ombudsman, usually within 6 or 12 months of their final response. In the US, agencies such as the CFPB, FCC and DOT take complaints. Pick the industry below.
Complaint routes and time limits checked against official sources on .
UK usual wait
8 weeks
then a free ombudsman
Banks: time to escalate
6 months
after the final response
US banks
CFPB
consumerfinance.gov/complaint
Guides
24
by industry
Guides and definitions
- How to file a CFPB complaint, what happens next and does it work (Guide)
- Section 75 or chargeback: which should you use to get your money back? (Guide)
- Chargeback (A chargeback asks your card provider to reverse a debit or credit card payment under Visa, Mastercard or American Express rules, usually within about 120 days.)
- Ombudsman (An ombudsman is a free, independent body that settles complaints against companies or public bodies once the organisation has had its chance to put things right.)
- Regulation E (Regulation E is the US federal rule that limits your liability for unauthorized debit card and electronic transfers to $50 or $500 if you report them in time.)
- Section 75 (Section 75 of the Consumer Credit Act 1974 makes your credit card provider jointly liable with the seller for a single item costing over £100 and up to £30,000.)
- Deadlock letter (A deadlock letter is a company's written final answer to your complaint, which lets you go straight to the ombudsman instead of waiting the usual 8 weeks.)
UK complaints
- Energy (gas and electricity) (UK)
- Broadband, landline and pay TV (UK)
- Mobile phone (UK)
- Bank, credit card or loan (UK)
- Insurance (UK)
- Pensions (UK)
- Investments or financial advice (UK)
- Flights and airlines (UK)
- Trains (UK)
- Parcels and post (UK)
- Online shopping or a shop (UK)
- Council services (UK)
- Housing association or council housing (UK)
- Private landlord or letting agent (England) (UK)
- NHS in England (UK)
- Water (England and Wales) (UK)
US complaints
- Bank or credit card (US)
- Loans and credit reports (US)
- Phone, internet and cable (US)
- Airlines (US)
- Utilities (power, gas, water) (US)
- Shopping and online retailers (US)
- Health insurance (US)
- Landlord or housing (US)
Complaint Route Finder · Find your route with dates and a letter
Common questions
How long does a company have to answer a complaint?
In the UK it depends on the industry: 8 weeks for energy and most financial firms, 6 weeks for broadband and phone complaints raised from 8 April 2026, 15 days for bank complaints about scams and payments, and 40 working days for train companies. After that, or once you get a final response, you can go to the ombudsman.
Does it cost anything to go to an ombudsman?
No. UK ombudsmen and approved dispute schemes such as the Energy Ombudsman, the Financial Ombudsman Service and the Rail Ombudsman are free for consumers. Their decisions usually bind the company if you accept them, and you can still go to court if you do not.
Who do I complain to when there is no ombudsman?
For most shops, use the Consumer Rights Act 2015: ask for a repair, replacement or refund in writing, contact Citizens Advice, use section 75 if you paid by credit card over £100, and as a last step make a small claim at gov.uk/make-court-claim-for-money.
Sources and assumptions
- General routes from official sources.
Guidance on where to complain, not legal advice.