You can find out more about our business process, rules and the approach that we take to resolving disputes.
Front cover image of Covid-19 guidance
This guidance sets out the approach we will take when we consider complaints that arise during the Covid-19 pandemic. It emphasises that it is vital to be clear with clients about the level of service they can expect at this time.
We often receive complaints which could be treated as a cause of action in negligence or a complaint about service.
This guidance sets out our approach.
An overview of the key areas of our scheme rules and what they mean.
This guidance sets out the key questions we consider when determining "what is fair and reasonable in all the circumstances of the case."
This guidance looks at how we put things right when the service was not of a reasonable standard.