The ombudsman service is neither a consumer champion nor an industry trade-body. We’re completely impartial - just as a judge would be if you took your complaint to court instead of to us.
Our role is to reach a fair and reasonable decision about the complaints we look at - based on the facts of each individual case.
In some cases, we find there’s just been a misunderstanding - or we don’t think the business has treated the consumer unfairly. In these situations, our job involves explaining why that is.