Embedded Files
Not sure what to do when a company fails to resolve your complaint?
This guide helps you organise your evidence, make a clear complaint and identify the next escalation route. The right process depends on the organisation, the type of complaint and any applicable deadlines.
Step 1:
Request Your Personal Records
In my opinion, whenever I have reason to complain to an organisation, submitting a DSAR is an absolute must and is always my very first step. I do this before I even consider submitting a complaint. A Data Subject Access Request (DSAR) can help uncover account notes, complaint records, correspondence and other personal data that may explain what happened.
Explain which account, events and dates your request concerns. A focused request can make the information easier to review (we can help with this if you're unsure). A DSAR gives you access to your personal data, rather than an automatic right to every document or answers to every question.
Keep a copy of your request and a record of when you sent it. Continue gathering evidence and progressing your complaint while you wait. A DSAR does not pause other complaint, appeal or court deadlines.
Step 2:
Build Your Evidence File
Gather the records you already have: contracts, receipts, account statements, emails, letters and screenshots. Add relevant information from your DSAR as it arrives.
Keep the original files and organise copies into clearly named folders. Save screenshots with enough context to show what they relate to, including dates and web addresses where relevant.
Create a simple timeline showing what happened, when it happened and which record supports each event. Note any missing information or conflicting explanations.
Separate what the evidence establishes from what you suspect or infer. For example, a record showing that a company checked your credit file does not necessarily establish why it made a particular decision.
Aim for a clear, relevant evidence file that someone unfamiliar with the dispute can follow.
Step 3:
Submit a Formal Complaint
Use the organisation’s official complaints procedure. Explain what happened, the key dates, the impact on you and the outcome you want. Keep the tone factual, attach relevant evidence and retain your originals.
Ask for a complaint reference and an expected response date. Keep your submission and any acknowledgement.
Where time allows, I prefer to submit my DSAR around two weeks before complaining (waiting until you receive your DSAR is even better if you're patient). This gets the request underway and allows me to compare the records with the organisation’s explanation. Differences may strengthen your questions or position, but do not automatically prove wrongdoing. Do not delay an urgent complaint or miss a deadline while waiting.
If a goodwill payment or another remedy is offered, PAUSE before accepting. Does it address the whole complaint and any wider consequences supported by your evidence? An initial offer is not necessarily a reliable measure of what a claim may be worth.
In one case, I settled a claim for £1,457.50 following an initial £50 goodwill offer—over 29 times that amount. That was a case-specific outcome, not a promise of similar results.
Read the EE Credit Reporting Dispute case study.
Check the settlement terms before agreeing; see the Key Point alongside. If significant issues remain unresolved, move to Step 4. If you accept, check that the agreed remedy is completed.
KEY POINT
KEY POINT
A goodwill payment may acknowledge inconvenience or help an organisation resolve a complaint without admitting liability.
It does not necessarily reflect the potential value of your claim.
Check what you are accepting. A binding full-and-final settlement may prevent you from pursuing further compensation for the matters it covers, even if you later believe your claim was worth more.
A “goodwill” label alone does not determine the effect. Read the terms, ask for written clarification and seek independent advice if the consequences are unclear.
Unsure whether an offer addresses your complaint? Explore our £9.99 initial complaint assessment.
Step 4:
Follow Up and Request a Review
If the response does not resolve your complaint, identify what remains unanswered. Has the organisation addressed the main facts, considered your evidence and explained its decision?
Request a review through its complaints procedure. Use your complaint reference, explain the points you disagree with and highlight relevant evidence, including records received through your DSAR. Ask for an explanation where the response conflicts with those records.
Restate the outcome you want and explain why any offer leaves important issues unresolved. Keep copies of your follow-up and the organisation’s response.
Check the available external escalation route and its deadlines. Do not assume that continuing correspondence pauses those deadlines. If the complaint remains unresolved, move to Step 5.
Need help preparing your complaint? Explore our Complaint Letter Drafting service, or use Complaint Review & Feedback for a review of a complaint you have already written.
KEY POINT
KEY POINT
Focus your follow-up on what remains unresolved. Identify unanswered questions, overlooked evidence or inconsistencies, and explain why they matter.
Repeating the original complaint adds little unless you show what the response failed to address. Keep the next escalation deadline in view while requesting a review.
Unsure whether the response addresses your complaint? Get practical feedback on your complaint, supporting evidence and the organisation’s reply.
Step 5:
Check the Appropriate External Route
If the complaint remains unresolved, identify which external route can consider it. Depending on the issue, this could be an ombudsman, an alternative dispute resolution (ADR) scheme, the Information Commissioner’s Office (ICO), or a court claim.
These routes have different roles, powers and entry requirements. Check whether the organisation belongs to a relevant scheme, what earlier complaint steps are required and which deadlines apply.
Choose the route that can address the outcome you want. Prepare a concise summary, a timeline and the strongest supporting evidence.
Court action involves costs and risks. Consider independent advice before deciding whether it is appropriate.
KEY POINT
KEY POINT
Choose the route that can address your complaint and the outcome you want. Check eligibility and deadlines—different schemes have different powers.
Where to Take Your Complaint
Where to Take Your Complaint
Private Parking Charges
POPLA or the Independent Appeals Service (IAS), depending on the operator. Follow the appeal route in its rejection letter.
Banking, Insurance and Breakdown Cover
Financial Ombudsman Service, where the business and complaint fall within its remit. This can include eligible RAC or AA breakdown-cover complaints.
Personal Data and DSAR Concerns
Information Commissioner’s Office (ICO), after giving the organisation an opportunity to address your concern.
Phone, Broadband and Mobile Services
Communications Ombudsman or CISAS, depending on which scheme your provider belongs to.
Gas and Electricity Complaints in Great Britain
Energy Ombudsman, for eligible unresolved disputes.
Start with the organisation’s complaints process. Check the relevant scheme’s eligibility rules, referral requirements and deadlines before escalating.
Step 6:
Choose Your Next Step
Review the evidence, the response received and the outcome you want. Consider whether to accept an offer, use an external complaint scheme or seek advice about further action.
Weigh the likely benefit against the time, costs and risks involved. A strong complaint does not guarantee compensation, and continuing is not always the best option.
If you agree a resolution, keep the terms in writing and check that the promised action is completed.
Finally:
Is It Worth Taking Further?
Before continuing, ask yourself:
• What does my evidence support?
• What remains unresolved?
• Is the outcome I want realistic and available through this route?
• What time, cost and risk would further action involve?
• Would independent advice help me decide?
Disclaimer
This guide shares general information and my personal approach to complaints. It is not legal advice. Procedures, deadlines and available remedies vary by complaint type and UK jurisdiction. Check the relevant organisation’s current requirements and seek independent advice where needed.
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