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information for businesses covered by the ombudsman service

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

keeping in touch

ombudsman approach

how can I find out about the ombudsman's approach to cases?

Our regular newsletter, ombudsman news, contains lots of information about our approach to different types of complaints. It also includes case studies and feedback on recent complaints.

To join our free mailing list, please email our publications team or phone 020 7964 0092.

We also publish a range of quick guides, more detailed guides for businesses and technical notes, setting out our general approach to different types of complaint.

Businesses covered by the ombudsman can contact our technical advice desk for information about 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.