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information for businesses covered by the ombudsman service

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

how we award redress

fines and penalties

how much is the average fine against a business, if you uphold a complaint against it?

We do not fine businesses or issue penalties. That is what a regulator does - and we are not a regulator.

Our role is to resolve individual disputes between businesses and consumers. We have the power to get things put right in the individual cases referred to us, if we decide a business has got it wrong and a consumer has lost out as a result. We do not tell a business how it should treat all other consumers.