What if we can’t agree about how to resolve my complaint?

What if we can’t agree about how to resolve my complaint?

If, during our investigation, there is no agreement about resolving the complaint, the investigator will write a report that sets out a brief background to the complaint. If they conclude that a poor service has been provided, the investigator will make a proposal for putting things right: this is their ‘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.