They said this… · Complaints & ombudsmen

“You sent too much evidence, so we do not need to answer every issue.”

Generally incorrect

An organisation can ask for a focused complaint, but volume alone does not justify ignoring clearly defined material issues.

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Why this answer

What actually matters

  • Provide a numbered issue list and concise chronology.
  • Map each key document to an issue.
  • Remove duplicates and peripheral material.
  • Ask the investigator to confirm the scope before deciding.

Important nuance

When the statement may have a point

  • An investigator need not comment on every sentence or duplicate document.
  • Irrelevant or abusive material can be managed proportionately.

What you could say

Keep the response tied to the actual rule.

Evidence

What to have beside you

  • Original complaint with numbered issues
  • Final response or decision
  • Chronology and evidence index
  • A comparison showing which issues were answered, partly answered or omitted

If they still refuse

Move the dispute forward.

  1. Separate disagreement with an outcome from a factual/process error in how it was reached.
  2. Check the scheme’s jurisdiction, time limits and internal review/challenge route before escalating.
  3. Do not assume a regulator and an ombudsman perform the same function.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.Failure-to-answer analysisRead the full guide.Challenging a decisionRead the full guide.How ombudsmen workRead the full guide.

Official sources

Check the rules behind this statement.

Complaint StandardsPublic Service Ombudsman · checked 19 Sep 2026