frequently-asked questions
This section answers a number of frequently-asked questions (FAQs) about:
complaining to the ombudsman
how long does it take?
how long will the ombudsman service take to consider and resolve my complaint?
This depends largely on
- whether both you and the business you are complaining about agree, at an early stage, to any recommendation or informal settlement that we may suggest; or
- whether either of you ask for the next, more formal stage of our process.
The more formal stage may involve investigations and a full appeals process – so it is likely to take longer.
On average, we resolve around 50% of complaints informally at the earliest stage. 40% of complaints go on to the stage that may require an investigation and a more formal report, setting out our recommendations. Only about 10% of complaints need an individual final decision by an ombudsman – although ombudsmen are also involved indirectly at all earlier stages, to make sure their approach to different types of complaints is followed consistently at all times.
We aim to settle most disputes within six to nine months. But how we allocate and prioritise cases is affected by the number and type of complaints that consumers refer to us.
Like the courts, the ombudsman service is entirely impartial. In about one third of the disputes we settle, we conclude that the consumer was right. In another third of the disputes, we conclude that the business was right. And in the final third, we conclude that the business was right – but explained things so poorly, that it was hardly surprising the consumer didn't understand.
We send our consumer factsheet to consumers who bring complaints to us, explaining in brief how our complaints-handling process works: