The benefits of joining our service

Ombudsman Services is a private company limited by guarantee. It has grown significantly since it was set up as an ombudsman for the communications industry (Otelo) in 2003. The service expanded and now runs four national, private sector ombudsman schemes - communications, energy, property and copyright licensing.

We only look at complaints from customers of companies that have signed up to our service. These are called participating companies.

Ombudsman Services operates by the British and Irish Ombudsman Association (BIOA) principles of good governance and investigates complaints with a view to reaching a speedy resolution. 

We have established procedures which make it as easy as possible for consumers to contact us to register a complaint. We deal with complaints via online complaints forms on this website, by telephone, textphone, post and email.

When making decisions Ombudsman Services will use its experience of complaints handling to reach a resolution and may also make recommendations about how a participating company can improve its procedures.

Companies signed up to Ombudsman Services’ schemes can show that they are committed to customer care by displaying the Ombudsman Services logo on their websites, complaints procedures and stationery.

We provide an independent alternative to the courts and our services are free of charge to consumers. We charge an annual subscription fee to participating companies, starting from £75. 

Companies that participate in our service have up to eight weeks to resolve a consumer’s complaint. If at any time a participating company cannot resolve a consumer’s complaint, or it can’t be resolved after eight weeks of trying the consumer can be referred to Ombudsman Services. We charge a fee for each complaint we resolve.  There is no charge for the consumer to use our services. 

To find out more about the charges please contact applications@ombudsman-services.org  

The benefits of joining our service

Ombudsman Services is a private company limited by guarantee. It has grown significantly since it was set up as an ombudsman for the communications industry (Otelo) in 2003. The service expanded and now runs four national, private sector ombudsman schemes - communications, energy, property and copyright licensing.

We only look at complaints from customers of companies that have signed up to our service. These are called participating companies.

Ombudsman Services operates by the British and Irish Ombudsman Association (BIOA) principles of good governance and investigates complaints with a view to reaching a speedy resolution. We have established procedures which make it as easy as possible for consumers to contact us to register a complaint. We deal with complaints via online complaints forms on this website, by telephone, textphone, post and email.

When making decisions Ombudsman Services will use its experience of complaints handling to reach a resolution and may also make recommendations about how a participating company can improve its procedures.

Companies signed up to Ombudsman Services’ schemes can show that they are committed to customer care by displaying the Ombudsman Services logo on their websites, complaints procedures and stationery.

We provide an independent alternative to the courts and our services are free of charge to consumers.

What is an Ombudsman? 

If you want to know more about what an Ombudsman is and what we can do - please download the factsheet at the bottom of this page.

Fees

We charge a subscription fee to participating companies, starting from £75. You can read more about the subscription charges in the document at the bottom of this page.

Companies that participate in our service have up to eight weeks to resolve a consumer’s complaint. If at any time a participating company cannot resolve a consumer’s complaint, or it can’t be resolved after eight weeks of trying the consumer can be referred to Ombudsman Services.

We charge a fee for each complaint we resolve.  There is no charge for the consumer to use our services.

The deed poll

This is the legal document that our participating companies sign up to. By signing the deed poll, the company agrees to put in place any remedy that we have asked for. Our final decisions are legally enforceable.

To find out more about the charges or joining our service please contact applications@ombudsman-services.org