When we uphold a complaint, we generally tell the business to put the consumer back in the position they would have been in if things hadn’t gone wrong in the first place.
But there isn't a formula for adding up how much to award. Two complaints that seem similar might have very different consequences for different people. So we look at the bigger picture of how an individual customer has been affected - which might also include compensation for their distress and inconvenience.
You can find out more about how we award compensation on this website.
You can also find more examples of the range of different ways we help put things right in the case studies in our regular newsletter, Ombudsman News.