This section answers a number of frequently-asked questions (FAQs) about:
can we contact the consumer while the ombudsman service is considering a complaint?
While we are considering a complaint, you should continue to deal with the consumer as normal – for example, handling their account or dealing with any separate claims. But if anything you do is relevant to the complaint, you should let us know.
You are free, at any time, to revise any earlier offer you have made to the consumer, if you think this could help resolve the complaint. But once we have started considering a case, it is important that you tell us if you would like to make a revised offer. We can then look impartially at the offer and assess whether it seems fair - in which case we may be able to recommend it to the consumer.
While a complaint is with the ombudsman service, you should not take any legal action against the consumer about the subject matter of the complaint. And we recommend that you wait until we have finished our consideration of the complaint before you take any related legal action (such as proceedings for recovery of a debt, where that is not the focus of the complaint). You should tell us about any action you may be proposing.