This section answers a number of frequently-asked questions (FAQs) about:
what level of service can I expect when you handle a dispute between my business and a consumer?
Our aim is to resolve disputes fairly, reasonably, quickly and informally. Our annual reviews report each year on how we are meeting our service levels – for example, on timeliness (how long it takes us to resolve complaints). Our annual reviews also show the results of our customer satisfaction surveys (including feedback from businesses).
We recognise that we cannot please everyone all the time – and our decisions are often disappointing for the side that doesn't hear what they wanted to hear.
But whatever the outcome of your case, we hope you will be satisfied with the level of service we provide. Please tell us if you feel that we haven't met our service standards. We rely on feedback from all our users and customers – to help us improve how we do our job.