Government & law
When should I take a complaint to a disputes body or the Disputes Tribunal?
If the business will not fix a fair complaint, some industries have free or low-cost schemes — and many everyday claims can go to the Disputes Tribunal.
After you have tried the business (and their formal complaints process if they have one), you may be able to escalate. Some industries have specialised disputes schemes — for example financial services, electricity and gas (Utilities Disputes), or telecommunications. Membership and process rules matter, so check the scheme that fits your issue.
Disputes bodies are not there to “fight your corner” as an advocate. They look at the facts and the rights of both sides. Before you file, learn how long hearings take, what evidence you need, and whether any appeal rights exist.
For many household disputes under the claim limits, the Disputes Tribunal is a practical option. Official Disputes Tribunal and Consumer Protection pages explain forms, fees, and what kinds of decisions they make. Community Law centres can often help you prepare.
Calm next moves
- Match the scheme to the industry — power, phone, banking, and general goods differ.
- Collect contracts, photos, messages, and payment records early.
- Ask Community Law if you want help understanding the paperwork.
Official resources
Always confirm details on the official site — laws and processes can change.
Educational signposting only from the Resilience Programme. Not legal, financial, or medical advice. Updated 2026-07-10.