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information for businesses covered by the ombudsman service

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

before we get involved

your questions about the ombudsman

who can I talk to if I have a question about the ombudsman service?

Talk to us. As well as resolving disputes, we carry out a lot of complaints-prevention work with businesses. Drawing on our experience of resolving tens of thousands of financial services complaints, we can give businesses practical help to resolve complaints themselves at an early stage - before they turn into full-blown disputes.

Businesses covered by the ombudsman can contact our technical advice desk for information on a wide range of issues. Don't wait until a consumer has made an official complaint, before you get in touch with us.

By contacting our technical advice desk to talk through what looks like becoming a tricky situation, you may be able to sort out the problem informally at an early stage - saving time, money and effort all round.

But if you have a question about a specific case that has already been allocated to one of our adjudicators for investigation, you should get in touch with that adjudicator.

Please bear in mind that an informal steer from the technical advice desk is based only on one side of the story - so it is not binding if the complaint is later referred formally to the ombudsman service.