Our ombudsmen make final decisions in cases where we can’t resolve a consumer’s complaint about a business more informally.
Our ombudsmen also lead and support our casework teams. These are made up of investigators and adjudicators who handle a wide range of financial complaints and will always try to sort out a complaint as quickly, informally and fairly as possible.
Our board of non-executive directors sets the strategy of our service and makes sure we plan effectively for it. They’re supported by our executive team and senior leadership, who are responsible for the day-to-day leadership and management of our service.