Do you always charge a case fee?

Do you always charge a case fee?

No. There are some circumstances where we will waive the case fee. These are where the complaint was: a) withdrawn or abandoned by the complainant during the course of the investigation; or b) settled, resolved or determined in favour of the service provider; and c) we are also satisfied that the service provider took all reasonable steps under their complaints procedure to try to resolve the complaint.

We review every case to see if it is appropriate to waive the case fee.

This happens either at the point of closure or, where an ombudsman’s decision is made, after the decision is issued to the parties.

When we write to the service provider at the end of every case, we will explain the case fee structure and, if the case fee is not chargeable, confirm that it is not chargeable.