Our rules and powers, and other information about us

If we uphold a complaint, we generally tell the business to put their customer in the position they would be in if they'd been treated fairly - or if a mistake hadn't happened.

In practice, this can mean a wide range of things - and will depend on the individual circumstances of each complaint. We can tell a business to pay a specific amount of money up to our award limit. But very often, they'll need to do something that doesn't have a particular direct cash value - like amending someone's credit file, or dealing with a claim that they'd originally rejected.

Read more about about how we award compensation