Our investigators have the necessary technical expertise to look into complaints about particular products and services. But equally importantly, they're problem solvers - experts in unpicking what might have gone wrong and agreeing a way forward. And nine times out of ten, this problem solving - listening to both sides and helping them see eye to eye - is enough to sort out even the most complicated problem.
But a small proportion of the situations we're called into are particularly entrenched - often from long before we're involved. If either side - or both - doesn't want to accept our investigator's answer to their dispute, they have the right to ask an ombudsman to take an independent look and make a final decision on what's fair. And if the consumer accepts that decision, it's legally binding.