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Policy OS


Because of the work we do, we have a lot of information which could be useful to others.
Where we can provide valuable insight and information we will do so.

Also, when we need to make changes to the way we work we will ask for views about the best direction to take.

Ombudsman Services Consultations 

When we will consult

We are interested in the views of our stakeholders. We believe that if we understand the views of our stakeholders before we take a major decision we will gain a better outcome.

You can view our consultation policy here.

Consultations we have responded to

We think it is important that we respond to consultations that affect the sectors we provide redress for, or where we have useful evidence or experience that can contribute to the debate. In our responses we take care to emphasise that we are an independent organisation. You can read our recent consultation responses below.

Latest responses

We have responded to the Civil Aviation Authority (CAA) consultation on reforming consumer complaints handling

Ombudsman Services is the leading multi-sector provider of ombudsman services in the UK.

With the introduction of the EU Directive on Alternative Dispute Resolution and the increase in air passenger journeys we welcome the CAA's consultation on the reform of complaints handling in the aviation industry.

Click here to read our response 

We have responded to Ofgem's collective redress consultation

Click here to read our response

We have responded to Ofcom's consumer switching consultation

Click here to read our response

We have responded to The Department for Business, Innovation and Skills' transposition of the ADR directive into UK law

Click here to read our response

We have responded to Ofcom's consultation on price rises in fixed term contracts

Click here to read our response

We have responded to Ofgem's Smart Meter Implementation Code of Practice consultation

The roll out of smart meters over the next few years is a major undertaking and will need to be managed effectively. Ombudsman Services welcomes the publication of an installation code of practice and supports a process that is as transparent as possible so that the roll out goes as smoothly as possible.

Click here to read our response.

We have responded to Ofgem’s review of Supplier Guaranteed and Overall Standards of Performance

Click here to read our response.

We have responded to the Energy and Climate Change Committee – on the data collected for the Green Deal

Click here to read our response.

We have responded to The Association of Residential Managing Agents (ARMA) consultation on the self-regulation of ARMA members.

Click here to read our response. 

Previous consultation responses:

Our consultations

We want to share more of our data (closed consultation)

We have around 8,900 companies using our services to resolve their customers’ complaints. 
Last year we resolved over 19,000 complaints. We aim to resolve complaints effectively and quickly – most are sorted within six weeks.

We know that just sorting a complaint in isolation is not enough. Participating companies, regulators, customers and Ombudsman Services itself – believe it is important to learn from the complaints we handle.

We proposed to make more of the data we hold on complaints available to the public, by publishing regular sets of data on our website for you to use and interpret.

We wanted to know what data you would find useful and invited responses - a copy of the closed consultation can be viewed below. 

Ombudsman Services consultation on data publishing 

Consultation outcome

From autumn 2013 Ombudsman Services will be publishing more data about the complaints it handles.

The decision is the outcome of a public consultation held between 17 September and 14 December 2012. The consultation sought the views of companies, regulators and consumer bodies on the types of data they wanted to see published. 

Click here to read Ombudsman Services consultation on data publishing - response and intentions.