# 19 · Escalation: when a company won't fix it

**Use when:** you've asked in writing, waited a reasonable time (usually 14–30 days or the company's stated deadline), and got a "no" or silence. Escalations are free, and companies often resolve the issue once a regulator or ombudsman is involved.

## Step 1 · Final written notice to the company (copy-paste)

**Subject:** Final request before escalation · [ACCOUNT / CASE NUMBER]

Hello,

On [DATE] I asked you to [refund / cancel / correct] [ISSUE] (reference [CASE NUMBER]). [I have had no reply / Your reply on DATE did not resolve the issue.]

Please [SPECIFIC REMEDY, e.g. "refund $X to my card ending 1234"] within 14 days. If the issue isn't resolved by [DATE], I will submit a complaint to [REGULATOR / OMBUDSMAN] and dispute the charge with my card issuer.

[NAME]

## Step 2 · Where to escalate

**United States**
- Banks, credit cards, loans, credit reports, debt collection: **CFPB** · consumerfinance.gov/complaint
- Phone, internet, TV: **FCC** · consumercomplaints.fcc.gov
- Subscriptions, scams, deceptive practices: **FTC** · reportfraud.ftc.gov
- Airlines: **US DOT** · transportation.gov/airconsumer
- Medical billing / surprise bills: **CMS No Surprises** · cms.gov/nosurprises
- Anything local: your **state attorney general**'s consumer protection office; insurance: your **state insurance department**

**United Kingdom**
- Banks, credit cards, insurance: **Financial Ombudsman Service** · financial-ombudsman.org.uk (usually after the firm's final response or 8 weeks)
- Telecoms and energy: the firm's ADR scheme (ask the company which one), info at ofcom.org.uk and ofgem.gov.uk
- Free advice: **Citizens Advice** · citizensadvice.org.uk

**European Union**
- Cross-border purchase within the EU: the **European Consumer Centres Network (ECC-Net)**, free.
- Your country's consumer authority and ADR bodies.

**Italy**
- Banks: **Arbitro Bancario Finanziario** · arbitrobancariofinanziario.it
- Telecoms (TIM, Vodafone, WindTre, Iliad, Fastweb, etc.): **AGCOM ConciliaWeb** · conciliaweb.agcom.it (mandatory conciliation step before court for telecom disputes)
- Insurance: **IVASS** · ivass.it
- Energy: the ARERA conciliation service (search "Servizio Conciliazione ARERA")

## Complaint text (works for most portals)

> I am a customer of [COMPANY] (account [NUMBER]). On [DATE] I [WHAT HAPPENED]. I contacted the company on [DATES] by [EMAIL/CHAT/PHONE] (references [REFS]) and asked for [REMEDY]. The company [refused / did not respond]. I am asking for [SPECIFIC REMEDY]. Attached: [statement, emails, screenshots, confirmation numbers].

Keep it factual, dated, and short. One page of facts beats five pages of frustration.