All FAQs

We're an informal alternative to the courts - and we don't have to look only at the specific arguments a consumer raises in their case.

We recognise that the people who come to us have a wide range of backgrounds - and not all will feel comfortable expressing their arguments. So it wouldn't be fair of us to make a decision based purely on which side has presented their case best.

We ask consumers - and especially professional representatives - to identify the relevant points as clearly as possible when making a complaint. But we'll consider all the facts, to decide what the underlying issue is - and use this to decide whether a consumer has lost out as a result of the business' actions.

If you think your complaint might be more suitable for a court to look at, it's important to get legal advice. And keep in mind that there are time limits that apply for taking cases to court, which will continue to run while a case is with us.