All FAQs

We look at each case individually, so how long it takes to sort out your complaint depends on how complex it is – and how long it takes to get all the information we need. It will also take longer if you or the business don’t agree with our initial assessment, and want an ombudsman to make a formal, final decision.  

You can find up-to-date information on our general timescales on our ‘how long it takes’ page.

Like the courts, the ombudsman service is entirely impartial. We are also open about our work. We publish complaints statistics about the proportion of cases we uphold, so that everyone can see the outcome of complaints following our involvement.