Social Media Policy

TPO social media accounts are managed by the communications team, on behalf of the Ombudsman's Office.

We do not use any automation (such as tools which generate content from RSS feeds) to post content on social media networks or to otherwise engage social network users.

If you follow TPO's social media accounts, you can expect regular content covering the following:

  • Alerts about new content on our website.
  • Press releases
  • Comment, retweets, links etc on issues relevant to TPO's work
  • Case studies

Following and Retweeting

We do not automatically follow back new followers. Due to resources, we infrequently review our follower list and may follow back accounts that aren't spam. Being followed back or being retweeted does not imply endorsement of any kind.


We will update and monitor our social media accounts during office hours, Monday to Friday. Social media networks may occasionally be unavailable and TPO accepts no responsibility for lack of service due to downtime.

@Replies, Comments and Direct Messages

We welcome feedback and ideas from all our followers, and endeavor to join the conversation where possible and where relevant. However, we are not always able to reply individually to all the messages we receive via our social media accounts.

The TPO communications team reads all @replies and Direct Messages received via Twitter and ensures that any emerging issues or helpful suggestions are passed to the relevant people in TPO.


Whilst TPO publicises anonymous case studies and discusses issues in general terms, TPO will not use social media to engage on matters relating to specific complaints. All disputes referred to TPO are done so confidentially.

If a complainant, registered firm or third party wish to discuss a specific case, the usual ways of contacting TPO are detailed on our website.