If you disagree with the investigator’s recommendation in the recommendation report, you can ask for an ombudsman’s decision. The ombudsman will review the case, including your reasons for disagreeing with the recommendation, and make a decision. The decision will be confirmed to you and the service provider in writing.
An ombudsman takes a fresh look at the complaint in light of what the investigator recommends as a fair answer to the complaint and may reach a different view of what is appropriate to resolve it. The decision could be quite different from the recommendation made by your investigator, so please bear that in mind. The ombudsman’s decision may be more or less favourable to you.
If we think that the service you received was poor and something needs to be put right, we can order them to do any of the following things:
- Apologise to you
- Give you back any documents you might need
- Put things right if more work can correct what went wrong
- Refund or reduce your legal fees
- Pay compensation if you have lost out or been badly treated (most of our orders for compensation are for less than £500 but we can order up to £50,000).