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What level of proof do you need to provide?

Even though we have accepted a complaint, this does not mean that we will necessarily find in the consumer's favour. Each case is decided based on the evidence available and the relevant legal position.

We will need to be convinced that any fault – in whole or in part – is the responsibility of the business. It will not be sufficient for the consumer to make unsupported allegations or statements. Any evidence provided will be evaluated by the Ombudsman. Evidence can be in the form of photos, videos, emails, invoice and receipts.


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