This section answers a number of frequently-asked questions (FAQs) about:
what can I do if I don't agree with your initial assessment?
You should discuss matters with the person working on your case – and do this as early and as fully as possible. Don't hold back your facts and arguments for later.
The person working on your case will have seen many very similar cases before – and will have a very good idea of how the ombudsman would be likely to view your case. If you don't agree with the initial assessment, tell us your concerns. Set out your reasons and any new facts and arguments. If you remain unhappy you can "appeal" directly to the ombudsman.
A final decision from the ombudsman is binding on you – if the consumer accepts it. That's the final stage – so you should make sure you've presented all your arguments and facts to us well before this stage.
Don't wait for the ombudsman's decision before sending us lengthy submissions, arguing why you think we are wrong. You need to have raised all your points before this stage, and we will give you plenty of opportunity to do this.