How to complain

How to make a successful complaint

how to complain

You can normally make a complaint in person, by phone, email, or in writing. You should:

•  explain calmly what the complaint is about and say what you would like to be done to sort it out

•  include details of the steps you have taken to try to solve the problem with the dates and times of any contact with the company. Include reference, account, or order numbers

•  send copies of receipts, contracts, invoices or bank statements and give the company a deadline to respond to your complaint

•  claim compensation for your distress and inconvenience – for example, the time it has taken you to sort out the problem or any expenses you have incurred, like phone calls.

How to complain to an ombudsman

If the company doesn’t respond to your complaint or doesn’t deal with it to your satisfaction, you may be able to complain to an ombudsman for free:

• contact the Financial Ombudsman on 0800 023 4567 or 0300 123 9123

• contact the Communications Ombudsman on 0330 440 1614 or 01925 430 049 

• contact the Energy Ombudsman on 0330 440 1624 or 01925 530 263.

Visit our English section for help with writing a letter of complaint.

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