An ombudsman will look at cases if an agreement can’t be reached after a Preliminary Decision has been issued. If the ombudsman’s conclusion is significantly different to the one in the Preliminary Decision, they will make a provisional decision and notify both parties.
Both parties can decide whether or not to accept the provisional decision. If both parties choose to accept it, the complaint will be closed after the remedy has been provided (if applicable). If one party, or both parties, decide not to accept the provisional decision, they can provide their comments, which will be added to the evidence that the ombudsman will review when making a formal, and final, decision.