If the complainant withdraws their complaint will the Ombudsman waive the case fee?

If the complainant withdraws their complaint will the Ombudsman waive the case fee?

We will only be able to waive the case fee if we can also satisfy ourselves that the service provider had taken all reasonable steps under their own complaints procedure.

In circumstances where the complainant withdraws their complaint at an early stage, this may involve obtaining details from the provider about what steps had been taken to resolve the complaint before the Legal Ombudsman accepted the case for investigation, so that we can waive the case fee.