information for businesses covered by the ombudsman service
This section answers a number of frequently-asked questions (FAQs) about:
how we handle cases
third party complaint-handlers
why do you accept complaints from third party complaint-handlers on behalf of consumers?
Everyone has the right to appoint someone else to act on their behalf. Some consumers might ask their local citizens advice bureau, or a friend, carer or relative, to help them with their complaint.
Other consumers may choose to pay a professional – such as a lawyer, accountant or independent financial adviser – to complain for them. We tell consumers upfront that if they employ a professional to present their case for them, they will almost certainly have to pay the costs themselves – even if we uphold their complaint.
More consumers are now using the services of claims management companies (sometimes called "no win, no fee" agencies). Our experience shows no difference in the outcome of complaints – whether consumers bring them to us themselves, or use a claims management company to bring them on their behalf. In other words, we are no more or less likely to uphold a complaint referred to us through a claims management company.
In 2007 the government established an organisation to regulate claims management companies.