The technical advice desk is the ombudsman’s information resource for businesses and consumer advisers. We can give an informal steer on how the ombudsman might approach a particular complaint – or answer more general questions about our rules and how we work.
You can contact the team from 9am-5pm, Monday to Friday, by:
We can usually deal with phone queries on the spot – so calling might be quicker than emailing us.
The technical advice desk aims to help resolve problems at an early stage – before a complaint is referred to the ombudsman.
Our guidance is based on the information we’re given by only one side. This means if the complaint is referred to us, it may be that we decide – in light of all the facts – that fairness requires a different approach. Because of this, you should not specifically refer to any guidance we have given you in your correspondence with your customer or any other parties.
If the complaint has already been referred to the ombudsman, our team won’t be able to discuss it. Please use the contact details on the most recent correspondence you’ve received from the ombudsman.
We welcome feedback about our approach – whether it’s on our process in general or specific cases we’ve dealt with.
If you’d like to discuss an issue in more detail, the technical advice desk can advise you of the best way to do so.Or if you’re planning an event and would like us to take part, please let the outreach team know.