Usually, you’d go to the ombudsman if the company hasn’t given you a final decision within eight weeks of your initial complaint, but if they’re helpful and keep you informed, you might want to wait a little longer.
If your complaint relates to something that happened years earlier, it might take some time to find the relevant files and speak to the right people about it.
Generally, the ombudsman’s decision is where things end, but if you’re still unhappy, as a last resort you might be able to take the matter to court.
Think carefully before you do. Court cases are expensive, and there’s no guarantee you’ll win.