How to Complain to a Company in the UK (Step-by-Step Guide 2026)

If you have experienced poor service, faulty goods, billing errors or unfair treatment, you have enforceable legal rights in the UK. This guide explains how to complain to a company in the UK step-by-step in 2026 and how to escalate if your complaint is ignored.

Step 1: Understand Your Legal Rights

Most consumer complaints fall under the Consumer Rights Act 2015. Goods must be of satisfactory quality, fit for purpose and as described. Services must be provided with reasonable care and skill. If these standards are not met, you may be entitled to repair, replacement, refund, price reduction or compensation.

Step 2: Gather Evidence

Before submitting a complaint, collect proof of purchase, contracts, order numbers, photos of faults and previous correspondence. Clear documentation significantly improves your chance of early resolution.

Step 3: Submit a Formal Written Complaint

Use the company’s official complaints channel. Structure your complaint clearly:

• Explain what went wrong
• Include relevant dates and references
• Describe the impact
• State the outcome you want

Remain factual and professional. Keep copies of everything.

Step 4: Allow Reasonable Time

Most companies respond within 7–14 days. In regulated sectors such as financial services, firms may have up to 8 weeks before external escalation is permitted.

Step 5: Escalate Internally

If dissatisfied, request a senior review and a formal Final Response Letter. This is often required before approaching an ombudsman.

Step 6: Contact the Relevant Ombudsman

Many UK sectors have independent dispute resolution schemes, including financial services, energy, telecoms and insurance. Ombudsman services are typically free and decisions are binding on companies.

Step 7: Consider Small Claims Court

If resolution fails, you may issue a Letter Before Action and pursue the matter through the small claims track. In England and Wales, claims under £10,000 usually fall within this process.

Common Mistakes to Avoid

• Using emotional or aggressive language
• Failing to specify the remedy sought
• Missing response deadlines
• Not keeping written records

Improve Your Chances of Success

Complaints are more likely to succeed when they reference relevant legislation, quantify financial loss, attach evidence and set reasonable deadlines.

Need help drafting your complaint? Use our complaint letter generator to create a professional letter in under two minutes.