Consumer Rights
Complaints & Ombudsmen

UK Ombudsmen & Complaint Bodies

Directory

13 Oct 2026 · @Anastasia

How to use this directory

An ombudsman is a free, independent body that settles complaints when an organisation has failed to put things right. Most will only act after the client has complained to the organisation first.

  1. 1Complain in writing to the organisation and keep copies.
  2. 2Wait for a final response (often called a "deadlock letter"), or for the deadline the scheme sets — commonly 8 weeks for firms and companies.
  3. 3Take the complaint to the ombudsman within its time limit (often 6 or 12 months from the final response).
  4. 4The service is free for the complainant. Nobody should be charged to "access" an ombudsman.

Each entry below links only to the body's official website. Check the time limits on each site before advising a client.

Government, public services and NHS

For UK government departments, including the Home Office and UK Visas and Immigration, the final step is the Public Service Ombudsman — but only through the client's MP, within 12 months. The former Parliamentary and Health Service Ombudsman changed its name in October 2026; the role is unchanged.

Public Service Ombudsman (formerly PHSO)
What it coversUK government departments and agencies (Home Office, UKVI, DWP, HMRC after their own reviews) and the NHS in England. Government complaints must be referred by an MP. Helpline 0345 015 4033.
Official linkombudsman.org.uk
Local Government and Social Care Ombudsman
What it coversCouncils in England (council tax, benefits administration, school transport, planning, homelessness decisions) and all adult social care providers.
Official linklgo.org.uk
Scottish Public Services Ombudsman
What it coversCouncils, NHS, housing associations and most public bodies in Scotland; also reviews Scottish Welfare Fund grant decisions.
Official linkspso.org.uk
Public Services Ombudsman for Wales
What it coversCouncils, NHS, housing associations and care providers in Wales. Phone 0300 790 0203.
Official linkombudsman.wales
Northern Ireland Public Services Ombudsman
What it coversPublic bodies in Northern Ireland, including health and housing.
Official linknipso.org.uk
Independent Case Examiner (ICE)
What it coversDWP and Child Maintenance Service complaints, after DWP's final response. Then the Public Service Ombudsman via an MP.
Official linkgov.uk/ICE
The Adjudicator's Office
What it coversHMRC and Valuation Office complaints; Windrush Compensation Scheme reviews.
Official linkgov.uk/Adjudicator
Independent Monitoring Authority for the Citizens' Rights Agreements (IMA)
What it coversEU/EEA citizens and family members whose Withdrawal Agreement rights (EUSS, benefits, NHS, travel) were not respected by a UK public body. Not an ombudsman, but takes complaints.

Immigration and Home Office complaints route

Poor service, delays or errors — not a refused decision, which needs administrative review, appeal or legal advice:

  1. 1Complain to the right Home Office unit: UK Visas and Immigration, Immigration Enforcement, Border Force or HM Passport Office. The Home Office aims to reply within 20 working days (complaints procedure).
  2. 2If still unhappy, ask for a senior review of the complaint.
  3. 3Within 3 months of the final response, go to the Independent Examiner of Complaints (iec@homeoffice.gov.uk, 0300 071 5679). It covers UKVI, Immigration Enforcement, Border Force, Detention Services, HM Passport Office and the General Register Office, and accepts a representative with a signed consent form.
  4. 4Final step: the client's MP refers the case to the Public Service Ombudsman.
  • EU/EEA clients can also report Withdrawal Agreement breaches to the IMA at any stage.

Note for your consultancy: giving immigration advice in the UK is regulated. Advisers must be registered with the Immigration Advice Authority (formerly OISC), which also takes complaints about unregulated or poor immigration advisers.

Housing and property

Which body handles a housing complaint depends on who the landlord or company is. Private landlords in England have no ombudsman yet: a Private Rented Sector Landlord Ombudsman is due from late 2026 under the Renters' Rights Act, so check GOV.UK's guide to the Act before advising.

Housing Ombudsman Service
What it coversCouncil housing and housing association tenants and leaseholders in England (repairs, damp and mould, antisocial behaviour, service charges). Note: online forms were down on 13 October 2026 after an IT incident; use info@housing-ombudsman.org.uk or 0300 111 3000.
The Property Ombudsman (TPO)
What it coversLetting agents, estate agents and other property businesses that are members. Search the business on its site first.
Official linktpos.co.uk
Property Redress
What it coversThe other government-approved scheme for letting and estate agents and property managers. Every agent must belong to one of these two schemes.
New Homes Ombudsman Service
What it coversNew-build homes bought from a registered developer (defects, snagging). About a third of new homes are not yet covered. Phone 0330 808 4286.
Official linknhos.org.uk

Council homelessness and housing-allocation decisions go to the Local Government and Social Care Ombudsman (England) or the Scottish, Welsh or NI public services ombudsman listed above. Deposit disputes go to the tenancy deposit scheme that holds the deposit.

Money and finance

For banks, loans and insurance, the firm usually gets up to 8 weeks to answer (only 15 days for scams, bank transfers and direct debits). The client then has 6 months from the final response to go to the Financial Ombudsman.

Financial Ombudsman Service
What it coversBanks, credit cards, loans, overdrafts, debt collectors, insurance, scams and payment problems across the UK. Free — clients do not need a paid claims company.
The Pensions Ombudsman
What it coversWorkplace and personal pension schemes; decisions of the Pension Protection Fund. Phone 0800 917 4487 (+44 20 7630 2200 from abroad).
Financial Regulators Complaints Commissioner
What it coversComplaints about the regulators themselves: the FCA, PRA and Payment Systems Regulator.

Tax problems with HMRC go to the Adjudicator's Office, and benefit problems with DWP go to the Independent Case Examiner (see the government section above).

Utilities, telecoms, transport, education and consumer

These schemes only cover companies that are members, so the client should check the company's final letter, which must name its scheme.

Energy Ombudsman
What it coversGas and electricity suppliers, energy brokers and heat networks in England, Scotland and Wales.
Communications Ombudsman
What it coversPhone, mobile, broadband and pay-TV providers that are members.
Official linkcommsombudsman.org
CEDR (runs CISAS)
What it coversThe other Ofcom-approved telecoms scheme, plus dispute schemes in several other sectors.
Official linkcedr.com
CCW (Consumer Council for Water)
What it coversWater bills and services in England and Wales. Phone 0300 034 2222 (England), 0300 034 3333 (Wales). Scottish Water complaints go to the SPSO.
Official linkccw.org.uk
The Rail Ombudsman
What it coversTrain operators and Network Rail in England, Scotland and Wales.
Official linkrailombudsman.org
The Motor Ombudsman
What it coversCar dealers, garages, manufacturers and used-car sellers that are members.
The Furniture & Home Improvement Ombudsman
What it coversFurniture, kitchens, windows and home-improvement traders that are members.
Official linkfhio.org
Removals Industry Ombudsman Scheme
What it coversRemoval firms in the National Guild of Removers.
Independent Betting Adjudication Service (IBAS)
What it coversLicensed gambling businesses (online, bookmakers, casinos, bingo).
Official linkibas-uk.com
Office of the Independent Adjudicator for Higher Education (OIA)
What it coversStudent complaints about universities in England and Wales.
Official linkoiahe.org.uk
Information Commissioner's Office (ICO)
What it coversMisuse of personal data and failures to answer subject access or Freedom of Information requests, UK-wide.
Official linkico.org.uk

If no scheme covers a trader, clients can get free consumer advice from the Citizens Advice consumer helpline on 0808 223 1133.

Legal services, police, prisons, armed forces and judiciary

Complaints about lawyers and the police differ by nation: England and Wales, Scotland and Northern Ireland each have their own body.

Legal Ombudsman
What it coversPoor service by solicitors, barristers, conveyancers and other regulated lawyers in England and Wales (delays, costs, poor communication).
Scottish Legal Complaints Commission
What it coversAll complaints about lawyers in Scotland.
Lay Observer for Northern Ireland
What it coversHow the Law Society of Northern Ireland handled a complaint about a solicitor.
Official linklayobserverni.com
Independent Office for Police Conduct (IOPC)
What it coversPolice complaints watchdog for England and Wales; reviews how forces handled complaints.
Police Investigations & Review Commissioner (PIRC)
What it coversReviews how Police Scotland handled a complaint; apply within 3 months of the final response.
Official linkpirc.scot
Police Ombudsman for Northern Ireland
What it coversAll complaints about the police in Northern Ireland.
Prisons and Probation Ombudsman
What it coversComplaints from people in prison, on probation or in immigration detention (England and Wales).
Official linkppo.gov.uk
Armed Forces Commissioner
What it coversOversight of the Service Complaints system and welfare concerns for serving personnel and their families.
Judicial Appointments and Conduct Ombudsman
What it coversHow a complaint about a judge, magistrate, tribunal member or coroner was handled — not the court decision itself.
Official linkgov.uk/JACO
Independent Complaints Reviewer
What it coversService failures by HM Land Registry (England and Wales).
Official linkicrev.org.uk

Quick reference: client problem → where to go

Visa, EUSS or passport delay or poor service
First stepComplaint to UKVI / HM Passport Office
Final stepIndependent Examiner of Complaints, then MP → Public Service Ombudsman
EUSS rights not respected by any public body
First stepComplaint to that body
Final stepIMA (can be told in parallel)
Universal Credit, PIP or other DWP service failure
First stepDWP complaint
Final stepIndependent Case Examiner, then MP → Public Service Ombudsman
HMRC tax or Child Benefit service failure
First stepHMRC complaint (two tiers)
Final stepAdjudicator's Office, then MP → Public Service Ombudsman
NHS treatment in England
First stepNHS provider or ICB complaint
Final stepPublic Service Ombudsman (no MP needed)
Council tax, council benefits, homelessness decision (England)
First stepCouncil complaint
Final stepLocal Government and Social Care Ombudsman
Council or housing association repairs, damp, mould
First stepLandlord's complaint procedure
Final stepHousing Ombudsman Service
Letting or estate agent
First stepAgent's complaint procedure
Final stepThe Property Ombudsman or Property Redress
Bank, loan, debt collector, insurance, scam
First stepFirm's complaint (8 weeks, or 15 days for payments and scams)
Final stepFinancial Ombudsman Service (within 6 months)
Energy, phone or broadband
First stepSupplier's complaint (usually 8 weeks)
Final stepEnergy Ombudsman / Communications Ombudsman or CISAS
Water bill (England, Wales)
First stepWater company complaint
Final stepCCW
Solicitor or immigration lawyer
First stepFirm's complaint
Final stepLegal Ombudsman (or IAA for regulated immigration advisers)
Police behaviour
First stepComplaint to the police force
Final stepIOPC (E&W), PIRC (Scotland), Police Ombudsman (NI)
Personal data misuse
First stepComplaint to the organisation
Final stepInformation Commissioner's Office

Outside England, swap the LGSCO and Public Service Ombudsman (NHS) for the Scottish, Welsh or Northern Ireland public services ombudsman.

Notes and sources

All links were checked on 13 October 2026, either by opening the body's own site or against the Ombudsman Association register and GOV.UK. Re-check each year: bodies change names (the PHSO became the Public Service Ombudsman in October 2026) and new ones open (the private-landlord ombudsman).

  • Ombudsmen are free. Warn clients about websites or callers that charge a fee to "file" an ombudsman complaint.
  • To check if a body is genuine, use the Ombudsman Association's "Find an ombudsman" register, which lists 53 member bodies, or the body's own GOV.UK page. ombudsmanassociation.org
  • A complaint is about how something was handled. Refused visas, benefits or tax decisions usually need a mandatory reconsideration, review, appeal or tribunal instead.

Sources: each body's official website as linked in the tables; Ombudsman Association register; Home Office complaints procedure; Independent Examiner of Complaints guidance; Public Service Ombudsman — UK government complaints; Financial Ombudsman — how to complain; Guide to the Renters' Rights Act.