All FAQs

If you don't agree with the investigator’s opinion, let them know. If you think there's something we haven't considered, the investigator will look at whether it might change their opinion - and let you know what they think.

Whatever your reason for disagreeing, the investigator will listen to your thoughts, and they might explain in more detail why they reached the conclusions they did. But if you still don't agree, you can ask for an ombudsman to make a decision on your complaint. The case will be referred to an ombudsman who will look at the matter afresh.

If the ombudsman agrees with the investigator’s opinion they will issue a final decision. An ombudsman's final decision is the final stage in our process, and it's legally binding if you accept it.

Occasionally an ombudsman will change the investigator’s initial view, sometimes to amend the reasoning used, the redress awarded or the overall outcome.

In these situations a provisional decision will be issued by the ombudsman, this will set out their thinking, and invite the parties involved to comment or respond further, before the ombudsman issues a final decision.