Tool ยท Complaints & escalation

Complaint Route Planner

Answer only the questions that affect your route. The planner separates the organisation complaint, statutory decision route, independent redress, regulation and urgent action.

Decision-ledAnswers stay in your browserExport your route

Build the route from what happened, what stage the complaint has reached and what outcome you need.

Before you begin

  • Have the organisation name, decision notice and complaint stage ready.
  • Know whether you need money, service correction, a decision changed, wider enforcement or urgent protection.
  • Note the payment method and any final response, deadlock letter, review right or urgent deadline.
  • The result now separates public-body appeals, employment procedures and post-DUAA data complaints as well as consumer, ombudsman, regulator and court routes.

How to use the result

Treat the output as a route map, not a finding that your complaint will succeed. Check the linked guide for the body's jurisdiction, complaint-stage requirements and deadline. Keep personal redress separate from reporting wider conduct. For example, the ASA may deal with an advertisement, while the trader, card provider, ADR scheme or court may be the route for your own loss.

Do not allow a regulator report or informal negotiation to make you miss an ombudsman, appeal or court deadline.