The Ombudsman's Review Process

The following step by step guidance explains what happens once your complaint has been referred to us and accepted for review.

When we receive your complaint form

You will receive written confirmation that your complaint form has been received.

If you have sent your complaints form and not received our acknowledgement, please contact us.

Before your case is allocated

We will write to the agent, enclosing a copy of your complaints form.

We will request their file and a statement describing their version of events.

When your case is allocated

A case officer will look at the documentation submitted by yourself and the agent and present a recommendation in a written case review to the Ombudsman to make his proposed decision.

Outcome of your case

The final decision will always be made by the Ombudsman.

We will write to you enclosing the final decision which may include details of the Ombudsman’s award, where appropriate.