In the first instance, we hope to sort things out informally to the satisfaction of both sides.

Where that’s not possible, we are empowered to make decisions which are binding on Service Providers – this means that they have to comply with our decisions. If you accept our decision, the Service Provider has 20 working days to comply from the date of your acceptance, unless another timescale has been agreed with you, in which case, that will apply.

If the decision includes a refund, the Service Provider must complete the refund within 10 working days of your acceptance (if you have provided the necessary details so that a payment can be made).

We can also make recommendations to Service Providers to improve their service and we publish case studies and data which can help them to understand what they could do to raise standards.