Ombudsman schemes

Ombudsman schemes resolve disputes with particular organisations or disputes about particular services.

When should you use an ombudsman scheme?

Consider using an ombudsman if your dispute is covered by a scheme. For some disputes you have to try the ombudsman scheme before you can bring a court claim. Some ombudsman schemes expect you to have followed a formal complaints procedure before they will help.

When is an ombudsman scheme not suitable?

An ombudsman scheme is not suitable for resolving your dispute if, for example:

• you want control over the solution to your dispute
• you are seeking to establish a principle of law
• the only legal remedy is through a court or tribunal

How can a solicitor help?

You do not need a solicitor. Ombudsman schemes are designed to hear disputes direct from the public. They are independent and impartial, and conduct investigations in private.

Is there any cost associated with ombudsman schemes?

Ombudsman schemes are free to consumers.

Is the ombudsman's decision final?

A decision by an ombudsman is usually accepted. Non-compliance is rare.

Some schemes allow you to take your case to court, but with others you have to accept the decision ? check the rules of your scheme.

Types of ombudsman scheme

Financial Services Ombudsman

The Financial Services Ombudsman Service resolves disputes between financial services businesses and their customers - about bank charges and mortgage endowments, for example.

Housing Ombudsman

The Housing Ombudsman Service considers disputes involving registered social landlords (housing associations) in England and some private landlords and management agents.

Local Government Ombudsman

The Local Government Ombudsman deals with injustices arising from maladministration by local authorities and some other bodies including investigating problems with, for example, local authority housing, planning, education, social services, consumer protection, drainage and Council Tax.

Parliamentary and Health Service Ombudsman

The Parliamentary and Health Service Ombudsman carries out independent investigations into complaints and disputes about UK government departments and their agencies and the NHS in England .

Pensions Ombudsman

The Pensions Ombudsman investigates complaints and disputes about the way that pension schemes are run.

For a comprehensive list of ombudsman and other complaints-handling services, see the British and Irish Ombudsman Association website.