Check how to make an informal complaint about discrimination

If an organisation unlawfully discriminates against you, it’s usually best to start by making an informal complaint. If you’re not sure, check if you’ve experienced unlawful discrimination.

You might make an informal complaint by: 

• speaking to someone at the organisation - in person or on the phone

• sending a short email or social media message

If you want to complain about a work, housing or school issue

If you were discriminated against at work, check how to complain about work discrimination.

If a landlord or letting agent discriminated against you, check how to complain about housing discrimination.

If a school discriminated against you or your child, check how to complain about problems at school.

Check if complaining about discrimination is right for your situation

You should only make a discrimination complaint if you’ve checked that it’s right for your situation. 

It might be worth taking other action instead – or at the same time as making a complaint. For example, you might:

• make a different type of complaint - if the organisation broke other laws when they discriminated against you

• take the person or organisation to court - if you know you have good evidence that shows what happened

There are strict time limits for taking someone to court so it’s important to check your options if you haven’t already.

Use our online tool to check what type of action is right for your situation.

If you want to challenge a benefits decision

If a benefit provider says you can’t get benefits or they reduce your benefits, you have to use a separate process to challenge the decision. This is different to a complaint. You can explain why you think you were discriminated against. Check how to challenge a benefits decision.

If you want reasonable adjustments 

You should ask for reasonable adjustments before making a complaint. You can usually get the adjustments you need quicker if you make a request. Check how to ask for reasonable adjustments.

If you’ve made a formal request for adjustments and the organisation hasn’t made them, it’s usually best to make a formal complaint instead of an informal complaint as soon as you can.

Decide what you want the organisation to do

Before you make a complaint, think about what you want the organisation to do. This will help you make your complaint clear and help the organisation make changes that matter to you. 

For example, you can ask them to:

• apologise

• make changes to meet your needs as a disabled person - these are called ‘reasonable adjustments’.

• change their rules or policies so the discrimination doesn’t happen again

• give you a refund - if the discrimination meant you didn’t get a product or service that you paid for

• give you money to compensate for any pain or distress they caused 

Deciding the best way to make your complaint

You can make an informal complaint about discrimination in person, on the phone or in writing. 

Think about what type of complaint will get the best response from the organisation. For example, if you have a good relationship with the organisation, you might get what you need quicker by complaining in person or on the phone. 

If you’re complaining to a larger organisation, it’s usually better to complain in writing.

If you want to speak to a specific person or manager, you can ask the organisation for their details. 

Always keep a written record of what you discussed and when you discussed it in case you need to use it as evidence later.

If you don’t want to contact the person or organisation yourself

Discrimination can be very upsetting and you might not want to contact the organisation yourself. You can ask someone to complain on your behalf. For example, you might ask a friend or family member or talk to an adviser.

Check what to say in your complaint

In an informal complaint, it’s usually best to:

• give a short and clear description of what happened - for example, what someone said to you or how you were treated worse than someone else

• explain how the discrimination has affected you - for example, if it stopped you using a service or if it made you upset

• explain what you want the organisation to do - for example, apologise or change their rules

Try to include dates of what happened and the names of anyone involved - this includes anyone who saw the discrimination happen.

Example

Dear Halsham Community College,

I want to attend your English language course but all the lessons are on a Friday afternoon. I’m Muslim and I go to prayers on Fridays so I can’t attend the Friday lessons. 

Halsham Community College is my local college. I can’t use other community colleges because they’re too far away. Your current schedule means local people of my faith can’t attend this useful course.

Please can you set up a class on a different day or send me recordings of the lessons?

Many thanks,

Shazia Bhati

Keeping your complaint polite 

People and organisations are more likely to try to fix the problem if your complaint is polite and you focus on how the organisation can make things better. 

It’s also best to avoid commenting on people’s personalities or your opinions about them. Focus on the facts - this will make it easier for the organisation to understand what you need.

This might feel very difficult because discrimination might make you feel strong emotions. It might help to write down everything you want to say first, then read your complaint and take out any comments that aren't focused on facts. You might want to ask a friend, family member or adviser to help with this.

If you don’t like the reply to your informal complaint

The organisation might not accept they discriminated against you or refuse to make the changes you asked for. In this situation, it’s usually best to make a formal complaint as soon as possible rather than send more informal responses to the organisation. 

You’ll need to make a formal complaint if you want to take further action like going to an ombudsman or taking legal action.

Check how to make a formal complaint.

If you’re considering going to court

You can usually only go to court if the discrimination happened less than 6 months ago. It’s very difficult to go to court after 6 months.

It takes a long time to prepare court action so you might need to start it at the same time as a formal complaint. 

You should only go to court if you have good evidence that shows what happened. Court action can take years to get to a decision and it can be a stressful process.

​​If you want to take the organisation to court, you'll need help from a lawyer.

Check how to take legal action about discrimination.

If you’re finding things difficult

Discrimination can have a big impact on your mental health. You should talk to your GP if you’re feeling depressed or anxious. 

You can find other ways to get help with your mental health on the Mind website.

If you need to speak to someone

You can speak to a trained volunteer at organisations like Samaritans or Shout.

Samaritans

Helpline: 116 123 (Monday to Sunday at any time)

Welsh Language Line: 0808 164 0123 (Monday to Sunday 7pm to 11pm)

Calls to Samaritans are free.

You can find other ways to get in touch with Samaritans on their website.

Shout

You can also text 'SHOUT' to 85258 to start a conversation with a trained Shout volunteer. Texts are free, anonymous and confidential from anywhere in the UK.