What If I'm Rejected? (Next Steps Guide)

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#Don't Give Up at the First Hurdle

Many people abandon valid claims after one rejection. That's a mistake.

Here's the reality:

• Companies often reject claims initially – it costs them nothing to say no
• The Financial Ombudsman upholds 31-38% of complaints they review
• Some claim types (like payday lending) have 75%+ upheld rates at FOS
• First-tier rejections are frequently overturned on appeal

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#The Escalation Ladder

When your complaint is rejected, you have a clear path forward:

#Step 1: Company Rejects You

• You receive a "final response" letter
• This triggers your right to escalate
• Don't argue back and forth – move to Step 2

#Step 2: Go to the Ombudsman (FREE)

• Financial complaints → Financial Ombudsman Service
• Housing complaints → Housing Ombudsman
• Telecoms complaints → Ombudsman Services: Communications
• Rail complaints → Rail Ombudsman
• New builds → New Homes Ombudsman

📋 See all ombudsmen: Ombudsman Directory

#Step 3: If Ombudsman Doesn't Help

• Request a formal decision (not just an "assessment")
• You can reject the ombudsman's decision and go to court
• Small claims court handles claims up to £10,000 (simple, low-cost)

📝 Before court: Letter Before Action Template

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#What to Do When You Get a Rejection

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#Rejection Letter Red Flags

Watch for these signs that the rejection is weak:

• ❌ Generic response – Doesn't address your specific situation
• ❌ No evidence cited – Just assertions without proof
• ❌ Policy, not law – "Our policy is..." doesn't override your legal rights
• ❌ Blame-shifting – Pointing fingers at third parties
• ❌ Technical jargon – Designed to confuse you into giving up

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#How to Write an Escalation

When you take your complaint to an ombudsman, include:

1. Timeline – Key dates of what happened
2. Company's response – Attach their rejection letter
3. Why you disagree – Be specific, not emotional
4. What you want – Clear outcome (refund amount, compensation, etc.)
5. Supporting evidence – Documents, screenshots, records

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#Real Success After Rejection

• Motor finance complaints: Companies rejected thousands; FOS upheld many
• Payday loan complaints: ~75% upheld at FOS despite initial rejections
• Parking tickets: 2 in 3 appeals succeed at tribunal
• Flight delay: Airlines routinely reject valid claims; court claims succeed

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#The Psychology of Rejection

Companies know most people give up after one "no." They're counting on it.

Every complaint they successfully deflect is money saved.

Your persistence is their cost. That's why the escalation system exists – to level the playing field.

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#Key Ombudsman Deadlines

Ombudsman	Time to Escalate	From When
Financial Ombudsman	6 months	Company's final response
Housing Ombudsman	12 months	Completing complaints process
Communications Ombudsman	12 months	Deadlock letter or 8 weeks
Rail Ombudsman	12 months	Final response

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