Ombudsman Services is funded by the companies it handles complaints about. We charge an annual subscription fee and a case fee for each complaint we accept.
The subscription fee
The amount we charge for the annual subscription depends on the type of business you operate and in which month of the financial year you join us. The financial year for Ombudsman Services runs from 1 January to 31 December. If you join one of our services after January we will reduce the fees proportionately.
What is included in the subscription fee?
Compliance with regulatory requirements.
Optional visits to our offices plus conference calls if required.
Complaints resolved informally, often within six weeks.
Access to our experienced case handling teams.
Company listing and link on our website.
Exclusive free of charge logo to display as a mark of quality and commitment.
The case fee
If we accept a complaint for consideration we charge a ‘case fee’– its payment is not dependent on outcome. This means that the more complaints companies resolve in-house, the less they pay to the ombudsman – a clear incentive to improve customer service.
Our service is free to use for consumers - this is a regulatory requirement.
For information regarding the cost of Ombudsman Services please contact:
Why choose Ombudsman Services?
- We are easy to use;
- we pass on the learning;
- we work with you, not against you; and
- we have over 10 years of experience in investigating and resolving disputes and we cover the communications, energy, property and copyright licensing industries.
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).
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, download our brochure ‘Working with Ombudsman Services’
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 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.
For more information about how we support improvements in the sectors we work with click here.
How to apply and complete the application process
Complete your application online in four easy steps:
1. Complete the online application in the ‘Join us’ section of our website.
2. Print the pro-forma invoice and keep this for your records.
3. Print and sign the deed poll.
4. Send the deed poll and payment / proof of payment to:
The applications department Ombudsman Services, The Brew House, Greenalls Avenue, Wilderspool Park WA4 6HL.
For more information regarding the application process and cost of joining, please contact us at firstname.lastname@example.org or 01925 430870.