No, we provide an impartial service to all our customers – complainants and service providers alike. We don’t take sides. We don’t make any assumptions about who is right or wrong in any particular case. Our job is to the look at all the relevant facts in each case and, where we find there is a problem, to help everyone involved resolve things informally if at all possible.
We provide information to many different organisations, such as the various regulators of the service providers and consumer groups. We aim to help service providers to improve their service levels and complaint handling, as well as making it easier for people to raise their complaints to their service provider.