information for businesses covered by the ombudsman service
This section answers a number of frequently-asked questions (FAQs) about:
how we decide cases
complaint outcomes
how often do you find in favour of the business rather than the consumer?
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.
Because of our focus on mediation – settling disputes informally on a "no blame" basis – we're able to resolve many complaints without needing to apportion right and wrong, or decide who is the "winner" and "loser".
And just because we don't formally uphold a complaint doesn't mean the consumer wasn't justified in feeling genuinely let down and disappointed by their experience with the business.
We publish the outcome of disputes in our annual review - showing the proportion of cases where we agree with the consumer or the business across the different financial products and sectors that we cover.