Our Services

Unlike other providers, we provide so much more than just alternative dispute resolution. Discover the benefits of joining our membership scheme for business and sign up today.

Join a scheme

What does an ombudsman do for business?

For most people, an ombudsman is someone who investigates complaints for consumers. For businesses, we are a critical friend and use complaints data, actionable insights, collaborative tools and 17 years of experience to help improve your customer service.


Ombudsman Services is accredited by the Ombudsman Association and approved by Ofcom, Ofgem, British Parking Association and the Chartered Trading Standards Institute.


We provide...

  • Alternative dispute resolution [ADR] with fair, impartial investigations and advice
  • An online complaint case management system [CMS] where both parties can see and share evidence
  • Access to human insight and sector experts that can inform and affect change
  • Direct contact with an assigned investigation officer / Sector Expert[s] for guidance on complex cases
  • Regular insight and data reports that identify trends and the root cause of complaints
  • Account management and tailor-made support from a team of consultants
  • Exclusive events, cross sector discussion forums and working parties
  • Opportunities to partner and collaborate with influencers, Regulators, Trade Bodies and industry specialists
  • Opportunities to work together on research, policy and lobbying
  • A range of digital training materials
Discover how we work

Who do we help?

We currently offer our services to business in the communications, energy, heat and private parking sectors.

Join a membership scheme

If you're eligible, our membership scheme provides you with our full dispute resolution package, including facilitated case resolution [FCR] and access to regular events and data insights.

Join a scheme today

We work with the following providers across Great Britain*: Telecommunications and Broadband, Energy, Energy Networks, Heat Trusts and Parking Providers

*We do not currently provide services in Northern Ireland.

Explore our products

We can provide a variety of training, skills, consultancy and support services that will:

  • Provide effective delivery of complaint resolution
  • Reduce service failure cost
  • Improve your customer service and organisational effectiveness
  • Create competitive advantage
  • Build trust and influence in your industry
  • Retain customers

Why become a member and join a scheme?

1

We’re accessible

Our ombudsman team, account consultants and data analysts have helped over 2,600 businesses* by working side by side to interpret the rules and data and to identify trends, so that service improvements can be made and customer satisfaction increased.

*Source: Ombudsman Services Data. 2003 to 2019.

2

We’re trusted, fair and impartial

Our case management system promotes early resolution as both parties access and share evidence. If a complaint has to be fully investigated, we put trust, fairness and impartiality at the heart of all that we do.

3

We’re driven by real data and human insight

We’re not motivated by opinions, instinct or influence. Actionable data drives our approach and human insight creates additional depth and understanding. We present findings to our members regularly, providing opportunity to reduce cost and increase customer satisfaction.

4

We go beyond handling complaints

Alternative dispute resolution will always be core to our business. However, we also provide opportunities to exceed customer and regulatory expectations through collaboration, discussion forums and consultancy.

We're fair and impartial

Rather than building a case for one side, we put empathy, transparency and honesty at the heart of our service to make your customers happy.

We take into account

  • Both sides of the story
  • Relevant regulation
  • The law
  • Best industry practices

2,600+

Businesses helped

520,000+

Complaints handled

17

Years experience

*Source: Ombudsman Services Data. All cases accepted within terms of reference across all sectors ombudsman have served, from 2003 to 2019

Want to work with us?

Start on your journey towards transforming your customer service by filling in our simple form.

Join today

Latest news and events

Ombudsman Services appoints first managing director

Published on: 22/07/2019

We're pleased to announced that we have appointed Simon Palmer as our first managing director.

Read more

WATCH: Is the 8-week rule fit for purpose?

Published on: 10/07/2019

Panellists at our recent conference debated whether consumers should have to wait eight weeks to bring a complaint to an ombudsman.

Read article

Ombudsman Services conference rated highly by attendees

Published on: 29/06/2019

The first annual Ombudsman Services conference, held in London on 25 June, has received positive feedback from attendees.

Read article