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frequently-asked questions

do I need specialist help to complain to you?

No. We want to hear from you in your own words – and we’ll give our answer based on the facts of the case, not how well the case is presented by either side.

We were set up as an informal alternative to the courts. It’s free to complain to us, so anyone can use our service – without needing to pay for other help, like solicitors or a claims company.

If you do pay someone – and we agree with your complaint – their fees might come out of any award we make.But if you’d prefer, we can talk to a member of your family, a friend, or someone else who’s helping you – like Citizens Advice.