New business

Ombudsman Services is a private not-for-profit company. We have a strategic aim to seek new areas of business where there is clear consumer benefit, increased flexibility and resilience for the company. If you are interested in how we could help your organisation, sector or industry to resolve complaints, please let us know. To find out more about how we work with companies to provide dispute resolution read our good for business brochure.

If you wish to sign up to one of our core schemes - communications, energy or property - you can do so via the join us page. 

The European Directive on Alternative Dispute Resolution - what it means for your business

Are you ADR compliant?

From October 2015 it has been mandatory under the Alternative Dispute Resolution for Consumer Disputes (Amendment) Regulations for all businesses to signpost unresolved consumer complaints towards an approved dispute resolution provider. While it isn't mandatory to go on to use a dispute resolution provider, there are many advantages this can bring. To find out more about how we can help you improve your customer journey email our business development team

Why choose Ombudsman Services?   

  • We are easy to use
  • We pass on the learning
  • We work with you, not against you
  • We have over 10 years of experience in investigating and resolving disputes in a range if industries, including communications, energy, property and copyright licensing 

Companies including BT, Vodafone, O2, British Gas, and Countrywide use Ombudsman Services to provide independent redress to them and their customers. 

We know that companies want their customers to be happy and to keep their business. We also know that from time to time consumers have cause to complain. When you and your customer cannot resolve a dispute that is when we can help. Our services are approved by national regulators including Ofgem, Ofcom and the Office of Fair Trading (OFT). Read more about our credentials

We will help you to meet your regulatory, trade and professional requirements and it’s easy to join – even if you’re switching from another dispute resolution provider. To find out more about us, read our good for business brochure.

Our approach

We’re easily accessible for companies and complainants. Customers can complain online using our web form, by telephone, text relay, letter and email. Our materials are available in alternative languages and formats and we offer a comprehensive translation and interpretation service.

We aim to resolve complaints quickly and informally by achieving a resolution which is acceptable to both sides or, when necessary, after a formal investigation. When making decisions, our investigation officers may also make recommendations about how procedures and customer service could be improved to prevent similar complaints happening again. We resolve almost all disputes within six to eight weeks.

Working with you

If we spot a trend or a new problem we provide advice to the company, about how to avoid the problem recurring, and also to consumers, about what to do to if it happens to them. We provide opportunities for companies and consumer organisations to raise common issues and to share information. Our sector liaison panels for property, communications, energy and consumer organisations give us a chance to discuss things face to face. For more information click here. 

By joining Ombudsman Services, you will show your customers that you take complaints seriously – our brand is a mark of quality. More information about how we support improvements in the sectors we work with.