All FAQs

For any complaint you bring to us, we’ll ask for information from both you and the business. This can range from your own account of what happened, to independent expert reports (for motor insurance claims, for example).

We’ll use this information to help us work out what has happened, and what – if anything – has gone wrong. Usually, we can sort out complaints informally, by making suggestions or recommendations both sides are happy with.

But in some cases, an ombudsman may need to make a formal, final decision, to settle the matter.Whatever the problem, we’ll keep you up to date – letting you know where you stand, and what we need from you.