How will we investigate your complaint?

If we can take your complaint further, one of our Ombudsmen will contact you to introduce themselves and explain what they will do.

Our job then is to collect information and evidence. We will contact the Service Provider and ask them to respond to your complaint – giving their side of the story. We expect them to do this within 10 working days.

We will then weigh up the evidence provided, taking into consideration the rights and duties set out in law and what is fair, reasonable and practical. We may need more information either from you or the Service Provider or both of you; and we’ll ask for that.

We aim to keep you regularly updated on how things are going. If there are delays – we will let you know (for example, some information is proving difficult to get, or a person we need to speak to is on leave or off sick).

The outcome of our investigation will depend on the evidence and information that has been provided. To allow us to fully investigate your complaint, we ask that you provide evidence to support your case.