They said this… · Public bodies & information

“Just complain to the ombudsman instead of using the statutory appeal”

Generally incorrect

Where legislation provides a specific appeal/review route, an ombudsman may be unable or unwilling to substitute for it.

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Why this answer

What actually matters

  • Planning, benefits, education and other decisions can have dedicated appeal routes.
  • Missing a statutory deadline can be serious.
  • Service-failure complaints may remain separate from the merits of the appeal.

What you could say

Keep the response tied to the actual rule.

Evidence

What to have beside you

  • The exact request or complaint and date received
  • Any acknowledgement, extension or refusal notice
  • The statutory route or policy the body says applies
  • Documents showing the decision, chronology and requested remedy

If they still refuse

Move the dispute forward.

  1. First identify whether this is a service complaint, statutory appeal, FOI/EIR review or data-protection matter.
  2. Use the correct internal review/complaint stage before the relevant ombudsman or regulator where required.
  3. Do not let a generic complaints process displace a statutory appeal or review route that has its own deadline.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.Public BodiesRead the full guide.Freedom of InformationRead the full guide.Complaint or appeal?Read the full guide.