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 currently offer our services to business in the communications, energy, heat and private parking sectors.
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.
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.
We can provide a variety of training, skills, consultancy and support services that will:
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.
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.
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.
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.
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.
*Source: Ombudsman Services Data. All cases accepted within terms of reference across all sectors ombudsman have served, from 2003 to 2019
Published on: 22/07/2019
We're pleased to announced that we have appointed Simon Palmer as our first managing director.
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.