Ombudsman era

Lesson 9 of 12 in our free Consumer Rights guide: a 5-minute money game with the key points below.

This lesson is in the full version.

Free with a code from your uni, college, council, landlord or employer (worth £600/year). Lesson 1 of Consumer Rights is free for everyone.

Questions you'll answer

Mo complained to the bank on 1 June. How many weeks does the bank have to send a final response before Mo can go to the Financial Ombudsman?

Bank refused to refund a fraud you reported quickly → Financial Ombudsman. Banks, credit cards, insurers and lenders all fall under the Financial Ombudsman.
Insurer rejected a phone insurance claim unfairly → Financial Ombudsman. Insurance is a financial service.
Energy supplier billing nightmare that's gone on 8 weeks → Another ombudsman or scheme. Energy has its own ombudsman. Same idea: complain first, then escalate.
Broadband provider complaint they won't fix → Another ombudsman or scheme. Phone and broadband firms belong to approved dispute schemes.
Local shop refuses a refund on a faulty £300 TV, no ombudsman scheme → Court / small claims. Many retailers aren't in an ombudsman scheme — small claims is the backup.
Myth: “You need to pay a claims company to go to the Financial Ombudsman.” — It's free to complain yourself. Claims companies take a cut of any money you get back.
Fact: “An ombudsman can order a firm to put things right, including paying compensation.” — If they uphold your complaint, the firm can be told to pay up or fix the problem.
Myth: “Ombudsman services cover any company, including your mate's online side hustle.” — Each ombudsman covers specific sectors and member firms. Others may mean small claims.