When to Escalate a Complaint (And How to Do It Right)

You've complained. They've ignored you. Now what? This guide explains when to escalate, how to escalate, and what to say to get results.

When to Escalate

1. They Haven't Responded (Reasonable Time)

If you've waited a "reasonable time" and heard nothing, escalate. What's reasonable depends on the industry:

• Retail: 14 days
• Banks: 8 weeks (FCA rules)
• Utilities: 8 weeks (Ofgem/Ofwat rules)
• Telecoms: 8 weeks (Ofcom rules)

2. They've Refused Your Request

If they've said "no" but you believe you're in the right, escalate. Don't accept their first refusal—many companies have internal escalation teams who can overturn frontline decisions.

3. They've Offered an Inadequate Solution

If they've offered a £10 voucher when you're owed a £200 refund, escalate. Don't settle for less than you're entitled to.

4. They've Issued a "Deadlock Letter"

A deadlock letter means they're refusing to budge and consider the matter closed. This is your green light to escalate to an ombudsman or regulator.

How to Escalate: The 4-Step Process

Step 1: Internal Escalation

Most companies have multiple complaint tiers:

1. Frontline staff (customer service)
2. Complaints team (dedicated handlers)
3. Senior management (directors, CEO)

How to escalate internally:

• Ask to speak to a manager or supervisor
• Email the complaints team directly (complaints@[company].co.uk)
• Send a letter to the CEO (find their address on Companies House)

What to say:

"I am escalating this complaint to senior management. I have not received a satisfactory response from your customer service team. I expect a resolution within 14 days."

Step 2: Ombudsman or Regulator

If internal escalation fails, escalate to the relevant ombudsman or regulator:

• Financial services: Financial Ombudsman Service
• Energy: Ombudsman Services (Energy)
• Telecoms: Ombudsman Services (Communications)
• Property: Property Ombudsman
• Retail: Retail ADR

How to escalate:

1. Visit the ombudsman's website
2. Fill out the online complaint form
3. Attach your original complaint and the company's responses
4. Wait for their investigation (3-6 months)

What they can do:

• Order the company to refund you
• Award compensation
• Issue formal apologies
• Correct errors

Step 3: Social Media

Companies hate public complaints. A single tweet can get more attention than 10 emails.

How to escalate on social media:

• Tag the company's official account
• Keep it factual and professional
• Include your complaint reference number
• Use hashtags like #CustomerService or #Complaint

Example tweet:

"@[Company] I've been waiting 6 weeks for a refund (Ref: 12345). Your customer service team has ignored my emails. Please escalate this to senior management. #CustomerService"

Step 4: Legal Action

If all else fails, you can sue in small claims court. This is a last resort, but it's effective.

When to sue:

• The company owes you money (up to £10,000)
• You have clear evidence
• You've exhausted all other options

How to sue:

1. Send a "Letter Before Action" (final warning)
2. File a claim online at moneyclaim.gov.uk
3. Pay the court fee (£25-£455 depending on claim size)
4. Attend the hearing (usually by phone)

Success rate: 70-80% of small claims are settled before court.

What to Say When Escalating

Use Firm, Professional Language

Don't beg. Don't threaten. State facts and deadlines.

Bad:

"Please can you help me? I'm really upset about this."

Good:

"I am escalating this complaint to senior management. I expect a full refund of £150 within 14 days, as required under the Consumer Rights Act 2015."

Reference Regulations

Mentioning laws and regulations shows you know your rights.

Examples:

• "Under the Consumer Rights Act 2015, I am entitled to a full refund."
• "The FCA requires you to respond within 8 weeks."
• "Section 75 of the Consumer Credit Act makes you jointly liable."

Set Deadlines

Deadlines create urgency.

Examples:

• "I expect a response by [date]."
• "If I do not hear from you within 14 days, I will escalate to the Financial Ombudsman Service."
• "Failure to respond will result in legal action."

Attach Evidence

The more evidence, the better.

What to include:

• Original complaint
• Company's responses (or lack thereof)
• Bank statements
• Receipts
• Screenshots
• Photos of faulty goods

Common Escalation Mistakes

1. Escalating Too Soon

Give the company a reasonable chance to respond before escalating. Jumping straight to an ombudsman can delay your complaint.

2. Being Rude or Aggressive

Angry emails get ignored. Professional, firm letters get results.

3. Not Keeping Records

Save every email, letter, and phone call note. You'll need them when escalating.

4. Accepting the First Offer

Companies often low-ball you. If their offer seems unfair, push back.

How Long Does Escalation Take?

• Internal escalation: 1-2 weeks
• Ombudsman: 3-6 months
• Small claims court: 3-6 months

Total: 4-8 months from start to finish.

Need Help Escalating?

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