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.

Terms of reference.

Ombudsman Services terms of reference.

We have a set of rules that govern the complaints we can and cannot accept for review. We call these rules our terms of reference.

Our terms of reference are formed from different pieces of legislation, including the EU Directive on Consumer Alternative Dispute Resolution (ADR). These rules can sometimes be a bit difficult to interpret, so we have produced this guidance to assist both consumers and our participating companies understand how we work.

Independent Assessor's terms of reference.

The Independent Assessor investigates complaints raised about the Ombudsman Services using the terms of reference given by the board.