How do you work?

How do you work?

When you contact us, we will ask you to send us a copy of your complaint and copies of any responses from the service provider. You don’t need to send us more information at this stage. We just need enough to get started and will ask for more information later if we need it.

Our first step is to check that we can help resolve your problem – so we will ask about you, your service provider and the timeframes to make sure we have powers to investigate your complaint. If we can’t, we will help you find the right organisation to contact.

If we can investigate your problem, your case will be passed to an investigator who will look at the facts and form an independent view about what happened. Sometimes after we look at the facts we find that there was no poor service – we will explain why we think that to you. But if there is a problem, we will first try to help you and your service provider to resolve the issue quickly and informally.

If that is not possible, then we have official powers to sort problems out. Your investigator will tell you their view of how things need to be resolved. We will try to help you and your service provider reach an informal resolution, but if this is not possible your investigator will write a Preliminary Decision.

If needed, an ombudsman may make a decision, which, once agreed, is final and binding.

We resolve most complaints in less than three months, although it can be longer if your complaint is more complex.