Life became more challenging for me when I found myself in a dispute with British Gas. They have been unyielding in their stance and neglected to provide a deadlock letter, compelling me to wait another five weeks for resolution. This situation underscores a concerning truth about our current complaint procedure – it is unjustly prolonged, leaving consumers in predicaments for extended periods.

The current system requires consumers to wait eight weeks before they can take their case to the ombudsman. This duration is protracted and unnecessary, particularly when considering the hardships it inflicts on the complainant. Let my situation be an example of the urgency required to address this matter.

This is not just a personal issue; it affects thousands of people who are held back by administrative red tape. According to Citizen's Advice, the Ombudsman accepted and resolved over 80,000 complaints in 2020 (source: Citizen's Advice annual report). Given the large number of complaints serviced and resolved, there is reason to believe that the system can be swifter.

We are therefore petitioning for the complaints response time to be shortened from eight weeks to 28 days. In the days when we relied on Royal Mail to deliver our communications 8 weeks was reasonable amount of time, however in todays world of Chats and E-mail it just gives the companies time to stall and become complacent, effecting the customer service we are receiving. This more reasonable, responsive timeline will provide swift relief to countless consumers who struggle with unresolved complaints against various service providers. From energy companies to telecommunications firms, the handling of grievances should prioritize the consumer, and a speedy resolution is a pivotal part of this process.

Join us in this endeavor to expedite the Ombudsman's complaints response time, which will translate into fairer, more efficient justice for all. Please sign this petition and take a step towards transforming our complaints procedure for the better.