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information for businesses covered by the ombudsman service

This section answers a number of frequently-asked questions (FAQs) about:

our funding

charging the consumer if they lose

if the ombudsman service doesn't uphold a complaint, can my business charge the consumer for the costs incurred in defending the case?

No. Consumers have a statutory right to refer disputes to us, free of charge, if they are unhappy with the way a business has dealt with a complaint. A business cannot claim back these costs from the consumer - or suggest that it might do so.