When You Need an Ombudsman

When complaints go unheard, and frustration reaches its peak, many consumers may look for help from an ombudsman. An ombudsman is an official that represents the interests of the public, by investigating and addressing complaints. If your rights have been violated or ignored by a company or organisation, an ombudsman can be a useful way to get closure. Although the services provided by ombudsmen are invaluable, this should be your last resort rather than your first step in dealing with an issue.

Across many industries, from banking to telecommunications, customers have a few options when finding closure. Consumer review websites such as Hellopeter offer a way to share experiences for others to read online. But what happens when businesses do not respond or if the response lacks resolution? Where do consumers go when they have been unable to speak to someone? Very often, an ombudsman is the logical next step.

How to get help from an Ombudsman

There are a few simple steps to get help from an ombudsman. You could reach out to your nearest ombudsman by taking the following steps:

• Call or write to an ombudsman, giving full, factual details of your problem. While it is tempting to let anger drive your complaint, sticking to facts will make the process easier.
• Include specific details such as your policy number, account number, the company you have an issue with, your contact details and anything that may be relevant.
• Keep it short and to the point. Give details of what happened, how you have attempted to resolve the issue and whether or not the company has responded.
• Wherever possible, include copies of correspondence with the company in question along with anything else that may help the ombudsman proceed.
• Make sure that documents are either printed or written carefully in black ink so that documents can be easily scanned and read.

What happens after a complaint is lodged with an Ombudsman?

A letter of acknowledgement will be sent detailing the intended course of action. If the complaint is genuine, the ombudsman will contact the company in question to request an investigation into the complaint. Companies have six weeks to respond. Further steps may proceed to find a resolution that is suitable for both parties.

The biggest risk of going straight to an ombudsman when you first have an issue is that it neglects the opportunity for companies to listen and assist. This is why platforms like Hellopeter are so integral within the complaints process. If you have left a review, along with a follow up, to no avail, you can proceed to the next step knowing that you have given the company ample time to respond.

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