How we've helped resolve complaints informally...


The following stories show how we've been able to help people with different kinds of problems and complaints.

Or click here to read our Ombudsman decisions to get a sense of what happens when a formal decision is needed to sort out a complaint.

On the job

This case is about:
• Employment law – unfair dismissal
• Costs
• Informal resolution
• No remedy needed

Mr E and his colleague Mr F lost their jobs. Together they went to a solicitor as they thought they had been unfairly dismissed by their employer. The firm agreed to take on their case, and sent Mr E and his colleague a letter setting out the costs for the initial advice and for the work needed to prepare for a tribunal hearing.

Mr E and Mr F told us that they were very surprised when they received a number of bills from their lawyers. They thought what they were being asked to pay took the costs way above what they had agreed. Mr E told us that he hadn't been made aware that costs would be so high.

We looked into the facts and decided that the solicitor had provided clear information about how much it would cost throughout the case. The fees were clearly set out in the initial letter, which also included a warning that there could be further costs. Their lawyers had then sent them estimates of additional costs as the case had gone along. When we looked at the final bill, it had actually come in at less than the initial estimate of the likely total.

Mr E told us he accepted our decision and that he was satisfied because we had done a full investigation and could explain what had taken place.