information for businesses covered by the ombudsman service
This section answers a number of frequently-asked questions (FAQs) about:
before we get involved
first-time complaint
we've received a complaint for the first time. What do we need to do?
Many businesses receive complaints only rarely – so may not be used to the official procedures they have to follow if a consumer complains.
Our quick guide:
helping you resolve complaints
briefly sets out what you need to do if a consumer complains to your business. There are certain procedures you need to follow. These include:
- carrying out a proper investigation into the complaint and
- telling the consumer about their right to refer the case to the ombudsman service.
This quick guide also explains how to find out more about the complaints-handling rules you need to follow.