An appropriate resolution

We work to set time limits so it is important that we know as soon as possible whether a consumer accepts or declines a recommendation.

If the resolution appears to be straightforward we will work with the consumer and the company to find an appropriate settlement that is acceptable to both.

If a complaint is more complicated, we may decide that an investigation is required. We will ask the company to supply us with all relevant information. We will look at all the facts and produce a written report which gives our view of the complaint and recommend what action, if any, should be taken.

We provide the same report to the consumer and the company. With most complaints both parties will agree with our decision and that concludes the process. We then make sure that the company carries out what we have asked it to do.

If the consumer or the company feels that there was a significant error in the facts, or there is important new evidence which would affect the proposed resolution, we need to be informed about this in writing. We will then review the case and make a decision.  

If the consumer and the company then agree, we will write and confirm the decision.

If at this stage the consumer or the company is still unhappy with our resolution, they can write and tell us why, and the ombudsman will consider the complaint and make the final decision.

We work to set time limits and aim to resolve complaints as quickly as possible. It is important that we know as soon as possible whether a consumer and company accepts or declines a recommendation or decision.