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frequently-asked questions

This section answers a number of frequently-asked questions (FAQs) about:

information for researchers

complaints we deal with

how can I check if you've dealt with a complaint like mine before?

We publish a regular newsletter, ombudsman news, with case studies and feedback on recent complaints. To find case studies and articles on a topic you're interested in, use our search facility at the top of this page. Just type in key words describing your complaint (for example, "cheque clearing").

But remember – we look at each complaint on its own merits. So if you read about a case that appears to be similar to yours, don't assume that we will always reach the same decision. Much depends on the details of each individual case.

where can I find statistics about numbers and types of complaints handled by the ombudsman service?

We publish a range of complaints data about the cases referred to the ombudsman service - showing the number we receive and the proportion we uphold.

Our annual review includes all kinds of facts and figures about our work and the complaints we receive. It covers the financial year (running from April to March) and is published in June each year.

And we publish a wide range of statistics each January in our corporate plan & budget.