In January 2016 we changed the name and format of Recommendation Reports to Preliminary Decisions. This new format will provide a shorter, clearer and easier to follow report for customers.
If we can investigate a problem, the case will be passed to an investigator who will look at the facts and form an independent view about what happened. The investigator will explain their view of how things need to be resolved; and 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.
We send the decision to both parties, for them to tell us what they think. When you respond, you should focus on letting us know:
- If any of the facts we have used are incorrect;
- If you accept or reject the decision; and
- If you reject the decision, briefly explain why.
If both parties agree to the Preliminary Decision we will treat the complaint as resolved.
If one or both parties disagree with our Preliminary Decision, they must let their investigator know their reasons why and confirm that they would like an ombudsman to make a final decision.
If we have no response to our Preliminary Decision or if we are not told that someone disagrees with it, we’ll treat the complaint as resolved. We’ll close the case and take no further action. We don’t normally reopen cases other than in exceptional circumstances.