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Frequently Asked Questions

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FAQ Index

Are our decisions binding?

Yes, our decisions are binding on the business if the decision is accepted by you – this means that they have to comply with our decision. However, our decisions are not binding on you as the customer and you do not have to accept it if you do not wish to. If an offer is accepted through our process, it is deemed to be in full and final settlement of that claim.

What if you don’t hear back from the business after you have accepted our decision?

We will be able to follow this up after the business has had a reasonable opportunity to arrange this with you. Please allow 28 days for the business to arrange or process your settlement (please note, some remedies such as replacements may involve lead times longer than 28 days). If you do not hear from them or have not received your settlement after this period, please e-mail: with the details of your case.

What if you prefer the business’ previous offer to the Ombudsman’s decision?

We will make our own decision based on the information and evidence submitted to us, and that decision may award more or less than any sum already offered by the business.

If the Ombudsman’s decision is different to what was previously offered by the business, you may not be able to rely on the previous offer, which may be withdrawn.


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