The impact of COVID-19 means some customers may experience delays in our service and we’d like to apologise if you're affected. We're working hard to ensure all cases are fully investigated and we'd like to thank you for your patience as we continue to adjust to these challenging times. You should Contact Us as soon as possible if your personal circumstances have changed or your services have been impacted.

Annual reports.

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Independent Assessor's report.

The Independent Assessor investigates complaints raised about Ombudsman Services using the terms of reference provided by the board. Each year the Independent Assessor publishes a report into the service complaints that have been concluded.

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Alternative Dispute Resolution (ADR) entity reporting.

As part of our ADR approval, under Schedule 5 of the Regulations, Ombudsman Services are required to produce annual activity reports.

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Consumer action monitor report.

The Consumer Action Monitor report (CAM) is the most comprehensive multi-sector survey of its kind in the UK. The CAM report gives an insight into consumer attitudes on the goods and services they buy and use.

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Complaints data.

Want to know more about the types and volumes of complaints we handle across the organisation?

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Key Performance Indicators.

We publish quarterly Key Performance Indicator statistics to reflect our performance in the communications sector, as required by Ofcom. We report on: calls answered in less than two minutes; calls answered in less than five minutes; decisions issued within six weeks; decisions issues within eight weeks; and written correspondence replied to within 10 days.