How do we decide whether or not to waive the case fee?

How do we decide whether or not to waive the case fee?

The decision to waive a case fee will depend on the outcome of the investigation. Where we find either that the service provider had done nothing wrong, or that the provider had already made a reasonable offer before we became involved, we will waive the case fee unless we believe the service provider had not properly dealt with the complaint in-house.