When can you complain to The Ombudsman?
Tell the retailer concerned that you have a complaint and that you want them to look at it under their internal complaints procedure. The Ombudsman will not normally consider your complaint unless you have tried this first. If the retailer has not dealt with your complaint within 3 months of receiving it in writing, then you may take it direct to the Ombudsman.
If the business has finished considering your complaint before 3 months have expired and have issued you with a ‘deadlock’ letter, you can contact Dispute Resolution Ombudsman with details of your complaint.