What does “in favour of the provider” mean?

What does “in favour of the provider” mean?

Where the outcome is that a case is resolved for the same or less than what was offered by a service provider before the Legal Ombudsman accepted the case for investigation we interpret this as being “in favour of the provider”.

Where a case is resolved for more than what was offered by the provider before the Legal Ombudsman accepted the case then this is “not in favour of the provider”. Whether the case was resolved informally by agreement or by a formal ombudsman decision, or whether the complainant accepts an ombudsman’s decision, has no bearing on whether the case fee is waived or not.

Even where we have found “in favour of the provider”, we will only be able to waive the case fee if we can also satisfy ourselves that the provider had taken all reasonable steps under their own complaints procedure.