Why complain to Ombudsman Services?
As a consumer, you have rights which protect you if things go wrong. You have a right to complain and a right to a resolution. We know you’re frustrated and we're here to help.
Our job is to help find a resolution to complaints about companies signed up to our scheme. This is free for consumers. Our service is a good way of dealing with a complaint, without the need or cost of going to court.
There's help available if you experience problems.
- The first thing you need to do is log a complaint with your provider.
- Your provider should have a formal complaint process that you can request a copy of. You can often find it on their website.
- You need to follow the company’s complaint process to give them an opportunity to fix any issue.
Our handy tips will help you through the process.
- Let your provider know of any problems as soon as possible.
- Be aware of any deadline for logging your complaint.
- If you don’t hear from your provider, contact them again to check they're dealing with your complaint.
- Keep a note of each contact you make and what is said.
- Provide evidence about any issue.
- Be clear about how you would like them to fix the problem.
- Be scared of complaining. Complaining can resolve issues and stop problems happening again.
- Get flustered. Keep calm and be clear.
- Put it off. Tell your provider as soon as you notice a problem to stop it from getting worse.
If a mistake has been made or you have been treated unfairly, our aim is to put you back to the position you were in before the mistake happened.
We can ask companies to carry out a number of things:
- Take practical action e.g. credit your account, cancel an account, change your tariff.
- Make an apology.
- Offer a financial award.
- Make recommendations to prevent this happening again.
- A combination of these actions.
What we can’t do:
- We’re not here to punish anyone. We can’t dictate how companies operate and we don’t issue fines. Actions like these are the responsibility of the company’s trade body or regulator.
Can I appeal the decision?
You can appeal a decision. This will only be successful if a mistake has been made on our part or during the process.