Promoting independent complaint resolution

Basis of ombudsman decisions

Typically, ombudsman decisions are based on what the ombudsman considers to be fair in all the circumstances - taking into account the law, any regulator’s rules and guidance, any relevant code of practice and what the ombudsman considers to have been good practice at the relevant time.

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Basic information

Detailed information


Typically, ombudsman decisions are based on what the ombudsman considers to be fair in all the circumstances - taking into account the law, any regulator’s rules and guidance, any relevant code of practice and what the ombudsman considers to have been good practice at the relevant time.

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Consumer complaints

Please note: there are currently no ombudsman schemes for many areas of consumer goods and services.

For advice and information about consumer goods and services, you should contact:

In the UK:
Citizens Advice Consumer Service Tel. 0345 404 0506

In Ireland:
Citizens Information Board
Tel. 0761 07 4000

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