Our aim is to resolve disputes fairly, reasonably and quickly.
There will always be one party that is disappointed with our decision. However, whatever the outcome of your case, we hope you will be satisfied with the level of service we provide.
This page tells you about the service standards we aim to meet and what to do if you are unhappy with the service we have provided.
Our contact with you
In all our contact with our customers – consumers and businesses – we expect our staff to be polite, considerate and professional.
When we start work on your case, we will keep you informed about the progress we are making and about what you need to do next. You will always know the name of the person handling your case and you can contact them direct with any questions – via our online portal, letter, email or phone.
Taking your views into account
We will always take account of what you tell us about the case. But we also have to consider carefully the other side of the story. We listen to the facts and arguments from both sides and balance them carefully to help form our view. If you disagree with our view, you can ask us to reconsider the matter. We will explain how you can do that.
In the majority of cases, we are usually able to settle the dispute informally to the satisfaction of both sides – by making suggestions and recommendations that the business and consumer both accept. In a small number of cases, one of our Adjudicator will need to make a formal decision, to settle the matter.
Our Adjudicatorss base their decisions on what they consider is the fair and reasonable approach in the particular circumstances of each individual case.
An Adjudicator’s decision is final. There is no further appeal to another Adjudicator. This means you must make sure you have given us all your facts and arguments before an Adjudicator makes their final decision – otherwise it will be too late.
Accessibility – meeting your needs
We aim to be accessible to everyone. We can provide information about our service in different formats (for example, in Braille, large print, and on audiotape), and we can receive calls via Text Relay (formerly known as TypeTalk).
We can also provide information about our service in languages other than English. If you want to phone us but prefer to use a language other than English, we can get an interpreter on the line right away.
If you have other accessibility or practical needs, please let us know. We will try to help.
If you are unhappy about the service we have provided
If you are unhappy with the conclusions we are reaching, tell the complaint handler handling your case. If we cannot resolve the dispute informally to the satisfaction of both sides, it will be for one of our Adjudicators to make a formal decision on the case. The Adjudicator’s decision will be final.
Please also let us know if you are unhappy with the level of service we have provided – whatever the actual outcome of the individual case. For example, we want to hear if you think, in handling the case, we have:
treated you rudely or unfairly;
failed to explain things properly; or
caused unnecessary delays (but please bear in mind our usual time-frame for resolving disputes, as explained above).
We take complaints like this about our service very seriously. If we get things wrong, it’s important that you tell us, so we can try to put matters right. This also helps us improve our service in future for other customers.
Our special procedure for handling complaints about the level of service we provide is open to consumers and businesses alike. This is entirely separate from the usual process that applies if you disagree with our views on the merits of your case – and want us to re-consider facts and arguments.
Complaints should be in writing and should provide full details of the complaint, including your complaint ID number and the name of the Complaint Handler where possible/applicable.