Every problem we help sort out is unique. And since we look at complaints individually, it's understandable that different issues that look similar might have different outcomes - because of the different circumstances in each case.
But in each complaint, we take account of the relevant laws, rules, guidelines and best practice - and decide what the fair and reasonable outcome is.
Our ombudsmen's decisions are published online.
And you can find out more about our approach to complaints about specific products - from pet insurance to ISA allowances - on this website.