Complaint Route Finder

A company won't sort out your problem? See who to complain to next in the UK or US, how long to wait, the deadline to escalate and a letter to send.

Reviewed by Dany, RightSums team · Updated 28 September 2026

Runs in your browser. Free, no sign-up.

personal-finance · Daily life · UK & US

Pick the UK or the US, the type of company and how far your complaint has got. The tool shows the route in order: how to complain to the company and what to put in the letter, how long it has to reply, and which ombudsman, dispute scheme, regulator or court comes next, with its official link, time limit, cost and what it can award. Add the date you complained and it works out the day you can escalate, such as 8 weeks for energy and banking or 6 weeks for broadband. Add the date of a final response and it gives the last day to escalate. It covers 16 UK and 8 US sectors, gives an evidence list and a letter template to copy, and says when a regulator does not take individual complaints.

Accepted inputs

Country: UK or US (follows the site region by default)
Type of company: 16 UK sectors (energy, broadband, mobile, banking, insurance, pensions, investments, flights, trains, post, shops, councils, social housing, private renting, NHS, water) and 8 US sectors
Where you are: not complained yet, waiting, final response received, or waiting time passed
Date you first complained (optional)
Date on the final response or deadlock letter (optional)

Outputs

Numbered route: complain, wait, escalate, evidence, your dates
What to include in your complaint
The waiting period and the exact date you can escalate
Ombudsman, ADR scheme, regulator or court with official link, time limit, cost and powers
The last day to escalate after a final response
Evidence checklist
Complaint letter template with placeholders marked
Copy route and Save buttons

How to use the Complaint Route Finder

Choose your country, the type of company and where your complaint has got to, from not yet complained to having a final response.
The tool shows the route in order: complain to the company, wait the set time, then escalate to the ombudsman, dispute scheme, regulator or court that covers that sector.
If you add the date you complained, it counts the waiting period for you, and if you add the date of a final response, it gives the last day to escalate.
Copy the letter template, replace the highlighted placeholders with your details, and keep the evidence list to hand when you escalate.

Frequently asked questions

How long does a company have to respond to a complaint in the UK?

Usually 8 weeks for energy, banking, insurance, investments, flights and water, and 6 weeks for phone and broadband complaints raised from 8 April 2026. Train companies get 40 working days. If the company sends a final response or deadlock letter sooner, you can escalate straight away.

When can I go to the ombudsman if I complained on 31 January 2026?

For an energy or banking complaint, from 28 March 2026, which is 8 weeks later. For broadband, the 8-week rule still applied because you complained before 8 April 2026, so the date is also 28 March 2026. A complaint on 8 April 2026 would open on 20 May 2026.

How long do I have to go to the Financial Ombudsman after a final response?

6 months from the date on the final response. A final response dated 31 August 2026 gives you until 28 February 2027, because 31 February does not exist. The Energy Ombudsman, Rail Ombudsman, airline schemes and Housing Ombudsman allow 12 months.

Does Ofgem or Ofcom deal with individual complaints?

No. Ofgem does not investigate individual energy disputes; the Energy Ombudsman does. Ofcom cannot handle individual phone and broadband complaints; your provider must belong to CISAS or the Communications Ombudsman. The FCA also sends individual complaints to the Financial Ombudsman Service.

Who do I complain to about a shop if there is no ombudsman?

Put your complaint in writing to the shop, quoting the Consumer Rights Act 2015, then call Citizens Advice on 0808 223 1133. If you paid over £100 by credit card, ask the card company under section 75. The last step is a small claims court claim, which costs £70 for a claim of £1,000.

Sources

The rates and rules in this tool come from:

Guides that use this tool

Terms explained

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.
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.
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.

How to complain, by industry

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