Before an Ombudsman or ADR service will consider a case, a consumer must first complain to the company directly.
In most cases, the company then has eight weeks to handle the case before an Ombudsman or ADR service will consider it.
There are some circumstances in which this can be brought forward. For example, you might receive a final response or deadlock letter from the business.
In these cases, you can use the 'I've had a final response' button in your case file to send your case file to the relevant Ombudsman or ADR before eight weeks has ended.
Please note: If this button does not appear in your case file, then it may mean that the company you are complaining to doesn't subscribe to an ADR scheme or answer to an ombudsman.
If you need further help with your escalation, you can contact us from our page here.