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Frequently Asked Questions

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FAQ Index

How long will this take?

Naturally, we want to sort things out as quickly as possible. In many cases, the sooner you and the business send the information and evidence needed, the better. The amount of time it takes also depends on how complex your complaint is. Due to the high volume of correspondence sent to us, and number of telephone calls and emails received, we do not routinely acknowledge or respond to all of these instantly, we aim to respond to these within 7-10 days.

However, we aim to complete all cases within 90 days from receiving a complete case file. We will keep you posted on how things are going. You can see the average time it takes to close a case in our latest Annual Review.

Update February 2021

Given the unprecedented situation that we are all currently facing, you are likely to experience delays to both existing and new complaints.

There has always been a high demand for our services, but with many of our team working from home and the effects of the lockdown restrictions on businesses and on the in-home independent inspections we use as part of our evidence gathering process, things are taking longer than usual. The team, as well as facing into the day to day challenges we are all experiencing, are doing all they can to ensure all cases are fully investigated allowing for an informed and balanced ruling.

To help us work through the cases that we are receiving, please refrain from contacting us by telephone to seek updates on your complaint. If your enquiry is urgent, please contact us via email or you can raise a case online through our portal here. Due to the high call volume to our Ombudsman team, we are temporarily suspending the ability for the Ombudsman to be called directly, to enable them to progress casework.

We ask that you do not hold our team responsible for circumstances very much beyond their control that have and continue to cause delays. We will not tolerate any instances of rudeness, bullying or behaviour that puts our team’s well-being at risk.

Finally, we would like to thank you for your patience and understanding during these challenging times.

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