All FAQs

An ombudsman's decision is our last word on a complaint - and if the consumer accepts it, it's legally binding on them and the business.

Before a final decision is made, the ombudsman will give both sides the chance to present whatever facts or arguments they feel are relevant to the case - and by the time the decision is made, both parties should have a clear view as to what the outcome is likely to be.

Because our decisions are final, they can't be reviewed by another ombudsman. As a public body, we can be judicially reviewed by the courts - but this will generally focus on the way an ombudsman arrived at their decision, rather than the facts and merits of the case itself.