How will you resolve the complaint?

From the start of the investigation and throughout it, we will look for opportunities to resolve the problem by finding a solution that both parties can agree to.

The investigator will listen to what both of you have to say, ensuring that they don’t take sides and that they achieve a fair outcome. It can be quicker to sort out a problem if everyone agrees what the solution needs to be. But if you don’t feel comfortable, you don’t have to agree to anything.

If we think that the service was poor and something needs to be put right, the investigator might decide that the best way to resolve the complaint is to ask the service provider to do any of the following things:

  • Apologise
  • Give back any documents that might be needed
  • Put things right, if more work can correct what went wrong
  • Refund or reduce the legal fees
  • Pay compensation if someone has lost out or been badly treated (this can be anything up to
    £50,000 although our average compensation award is under £250)).

If an agreement cannot be reached, the investigator will write a report that sets out the relevant facts and the views and opinions of both parties. This is a Preliminary Decision. If this is not agreed by both parties, then an ombudsman can make a final decision.