Consumer Ombudsman opens doors to complaints from any sector
New way to complain about poor goods and services no matter where you find them.
A new body, dubbed the Consumer Ombudsman, has been launched to handle complaints about any sector not currently served by an official scheme.
Ombudsman Services, which already arbitrates in energy, communications, property and copyright licensing disputes, is behind the new service.
It’s hoped the scheme will help people take their complaints further no matter where they experience faulty goods or poor services, and provide an alternative to going through the court system.
Filling in the gaps
Ombudsman Services says the Consumer Ombudsman has been designed following a steady flow of complaints about sectors in which it was not operating.
Previously people faced with poor goods or services with no ombudsman to go to were left with the choice of paying to go to the small claims court or accepting whatever redress is offered by a firm.
Lewis Shand Smith, Chief Ombudsman at Ombudsman Services, says the new service will be beneficial for both sides: “Our research shows that as a nation we’re complaining more than ever before, but that frustratingly we don’t always know where to go. As a result, we’ve opened our doors to complaints in any sector.
“This is good for consumers because it will provide swift, independent resolution to a problem without the risk of legal bills and drawn-out court proceedings. It’s also good for business as having a proper redress system in place means they will build up consumers' trust.”
A new way to complain
The Consumer Ombudsman is an independent service so can take on complaints about any company whether they’re signed up to the scheme or not.
Going by the interest already expressed it expects its focus in its first year will mainly be on home maintenance, improvements or installation services, retail, second hand cars and car repairs and servicing.
Ombudsman Services says the Consumer Ombudsman will be able to look at complaints about goods and services bought after 1st January 2015.
In the future though, you’ll have up to six years (or five in Scotland) to bring complaints providing the trader didn’t tell you if it would take further action. If the trader did tell you either verbally or in writing that it will not take further action you’ll have a year to bring your case to the Consumer Ombudsman.
What can it do?
Disputes will be dealt with on a case by case basis, but typically you and the company will have to provide evidence that the ombudsman will consider, before passing down a resolution.
The Consumer Ombudsman will not be able to issue fines or ban a firm from trading. However, the resolutions it sets out are legally binding for traders, but crucially only for those that have signed up to the scheme.
And you aren’t legally bound by the ombudsman's decision, which means if you’re still unhappy with the outcome you can still take your case to court.
How to submit a complaint
If you have a complaint you should first take it up with the firm involved.
However, if after eight weeks it hasn’t come up with a satisfactory solution you can take it to the Consumer Ombudsman, providing it doesn't fall under the remit of another ombudsman service, for example the Energy Ombudsman for energy firm complaints.
You can submit your complaint via the Consumer Ombudsman website.
Or you can do it via phone on 0333 300 1620 or in writing to Consumer Ombudsman, PO Box 1263, Warrington WA4 9RE.
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